Call handling - Delivering Truly Brilliant Customer Service on the Phone
Delivering truly brilliant customer service on the telephone is the kind of service that makes a positive lasting impression on your customers – and it takes more than just simple courtesy. The fundamentals start with understanding what good service is from the customer’s point of view. It is about what you can do and how you do it. What’s more you need to demonstrate how well it must be done and prove you can do it again and again. This will mean that everybody will win - Your customer, your company and you.
Aim:
To enable participants to deliver a completely professional service for their customers on the telephone, every time, 
whatever the issues.
Objectives:
At the end of the workshop participants will be able to:
- Define excellent customer service
- Describe the economic impact on the organisation of poor service
- Demonstrate excellent communication skills
- Use the phonetic alphabet when taking and passing on information
- Handle difficult customer situations
- Solve customer problems
Content:
The workshop is highly practical with the emphasis on ‘learning by doing’. There will be some tutor input, video examples, group discussions and practical exercises.
What we can do:
This programme was developed specifically for the Fyfe Group, a large motor insurance company. click here to find out what they thought of it. We are very happy to tailor programmes to meet the needs of your call centre staff. Please contact us to discuss your requirements click tailor made programmes.