TRAINING & EMPLOYMENT SERVICES

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Customer Care on the Telephone

The content will be specific to each client, individual delegate and group, and their particular requirements but may include elements of the following:

	Analysing current telephone behaviour
	Identifying associated strengths and weaknesses
	Detecting the callers moods and feelings and applying appropriate techniques to maximise rapport
	Understanding how effective telephone techniques are critical to successful businesses
	Improving and developing technique
	Adopting different approaches for different situations
	Dealing with difficult callers
	Projecting a positive personal and corporate image - ambassadorship
	How to demonstrate confidence, preparation and sincerity by making use of an appropriate choice of words
	Controlling the flow of conversation
	Using assertive behaviour on the telephone
	Establishing good listening skills
	Closing calls and summarising outcomes and agreed actions with the caller
	Keeping calls focused and gaining all the necessary information
	Do’s and Don’ts

Personal and Organisational Learning Outcomes

	Ability to handle customer calls with courtesy, enthusiasm and friendly efficiency
	Establishing effective rapport
	Listening to and noting caller needs
	Effective questioning to elicit accurate information
	Ability to control and close the call when necessary
	Summarise outcomes and agree actions

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Last modified: October 12, 2004