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Customer Service via Telephone Workshop

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This Customer Service via Telephone Workshop will provide your staff with the awareness and skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation. The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently assist both internal and external customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical customer experience.

Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to achieve the best outcome for the customer.

Get Answers to Your Questions in the Customer Service via the Telephone Course Brochure. The brochure contains: Course Format; Trainer Profiles; Previous Clients; Course Syllabus; Full 2017 Timetable & Course Fee.

Get the Customer Service Course Brochure & 2017 Timetable Instantly

What's Inside the Brochure?
  • Full course outline
  • Training Centres (5 Locations)
  • Fee and 2017 Timetable
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What you will learn:

  • Learn how to provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Learn to question effectively over the phone
  • Learn the benefits of cross-selling to you and your customers
  • Establish the right words for unambiguous, positive & productive communication

What is covered on this course?


  • Professional Customer Service Explained

    10 Commandments of Good Business; Effective Communication Explained; Effective Customer Communication Skills; Using Emotional Intelligence

  • Preparing for the Next Call

    Manage Inbound Calls; Transferring Calls; Placing Clients on Hold; Phone Call Planning

  • Managing Angry Clients

    Benefits of handling dissatisfaction well – customer research; How to respond positively – not react negatively (telephone); How to plan the conversation; How to construct the conversation

  • Powerful Questioning Techniques

    Questioning Techniques Explained; Effective Questioning Techniques; Open and Closed Ended Questions; Clarifying Statements; Staying in Control of the Call; Arranging Call Backs; Avoid Saying Too Much; Getting to the Point Quickly; Things to Avoid

  • Listening to Customers

    Benefits of showing customers we are listening and not just hearing; How to show people you are listening to them; How to deliver a “listening to you” response; Practice listening sessions

How does it Work?

Onsite Training is when we come to you to provide training on your premises or at a location of your choice. Not only will we run the course at a time and venue that suits you, we will also develop a unique programme particular to the developmental, cultural and business requirements of your company.

What's Involved?


Step 1 | After initial discussions, you meet with our training specialist. Here you both work together to design and sculpt a more comprehensive programme outline.

Step 2 | From this outline, a course is designed which addresses your exact needs. Sometimes this involves a completely new course designed from scratch, this depends on your needs.

Step 3 | Once you're happy with everything, the trainer will deliver the course at a venue of your choice on a date that suits.

Step 4 | Once complete, feedback will be gathered from delegates to ascertain the ‘true’ impact. And finally a report will be compiled for you outlining outcomes alongside your stated objectives.

Get a tailored training quote for your customer service by telephone today Get Your Quote

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Location Date Max Attendee Registered
(so far)
Booking
Dublin | Training Centre 10 June 2016 14 14 Fully Booked
Dublin | Training Centre 9 November 2016 14 14 Fully Booked
Dublin | Training Centre 10 April 2017 14 14 Fully Booked

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What's Inside the Brochure?
  • Full course & certification outline
  • Career opportunities & trends
  • Fee's and 2017 Timetable

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Mediation Skills Onsite Guide

  • Full details of the Mediation Skills Course

  • Case studies from companies we have delivered the Mediation Skills Course onsite with

  • 2014 Timetable for our public courses

  • Our onsite Mediation Skills trainer profiles

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Get the 2014 Mediation Skills Course Timetable

  • Nationwide locations and venues for 2014

  • Areas include | Dublin, Cork, Galway, Limerick, Meath and many other counties

  • Onsite training is also an option

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Service Customer Service via Telephone

How can we help?

Thanks for getting in touch.

All of our team are currently busy with customers, so please leave your email address and we will get back to you within 10 minutes.

We promise :)