Telephone Response
At a Glance
Be prepared with the right response using a process that assures customer satisfaction and a positive outcome. Strengthen customer relationships by having a plan and a proven process in place to effectively handle every call, whether a customer phones in with a request for information, a question or a complaint.
Who should attend:
- Anyone who answers a call on behalf of the organisation.
What to expect: Participants will:
- Gain understanding of customer service opportunities from incoming calls
- Learn active listening and effective questioning skills
- Practice voice tone and response modes
- Skill-practice to understand and activate empathy and assertiveness
- Implement complaint-handling and problem-solving processes
- Interactively examine opportunities for selling
- Accurately record, monitor and evaluate call activity
Immediate benefits:
- Confidence of having the right process for response to the call
- Enhanced service experience at every opportunity
- Capitalise on opportunities for up-selling and cross-selling
- Gain feedback and collect market intelligence
Course format:
- 1-day workshop, complete with skills-practice and call response guide
Course Materials:
- Comprehensive Learning Guide plus follow-up transfer activities
CONSIDER THE TELEPHONE AS A VITAL LINK TO CUSTOMER SATISFACTION AND SALES
 | Last updated on: 8 Jun 2009 || File size: 203 Kb || Acrobat Reader Required. |