The cost to an organisation of mis-handled calls is very often out of all proportion to the root cause of the initial call. Yet the skills required to control customer calls are well-known and can be successfully taught and mastered. This programme shows how calls can be controlled and dealt with swiftly, efficiently and to total customer satisfaction.
Learning objectives
- Provide skills training to newer members of the team
- Refresh the skills of those wishing to attend from existing teams
- Show commitment to the development of the team members
- Honour staff development and skills enhancement expectations
- Complement the competencies required to be successful customer service ambassadors for your organisation
Expert trainer
Scott focuses on helping people to understand people. People make purchases, people sell to people. Even internet selling platforms are designed by people. People want to be happy when they make their purchase. Scott applies positive psychology techniques to his training and encourages participants to build on their core strengths and attributes.
Session outline
1. Introduction
- Profitable customer service
- ‘Call reasons’ – brainstorm exercise
- What are the expected standards?
2. The key techniques
- Behaviours and consequences
- Questioning to establish facts
- Gathering the right information
- Behaviours which antagonise
- Tactics to eliminate irritations
- Developing rapport with ‘Mr Angry’
- Exuding confidence
- Using voice control
3. Putting it to the test!
- Preparation for role play
- Role plays with feedback
4. Conclusion
- Open forum
- Review
- Action planning
- Close
