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Service Excellence on the Telephone
1 Day Course
Course Objectives:
 

To enable individuals to: £1300 per day for up to 8 delegates

  • project a positive impression of your organisation
  • develop professional and effective telephone skills
  • appreciate the benefits of superior customer service
  • calm angry customers and reduce their own stress
  • cultivate long-term business relationships with customers
  • manage a range of difficult situations calmly and professionally
  • recognise the difference between mediocre and superior service
Course details:
  • Recognising superior customer service

  • defining 'customer service best practice'
    knowing what customers really want
    developing a positive attitude
    conveying real empathy and understanding
     

  • Using professional telephone skills

  • dealing with enquiries
    transferring calls
    taking messages
    using voice mail
    making customers feel special
    personalising your response
    listening attentively
    asking questions and probing effectively
    politely controlling the talkative customer
     

  • Exceeding customer expectations

  • a 'nothing is too much trouble' approach
    offering clear, sound advice
    providing the little 'extra'
    keeping the customer informed
     

  • Pro-actively helping the customer

  • knowing when to take responsibility
    using your knowledge of the customer
    anticipating customer requirements
    promoting your organisation
    offering information, services and solutions
    developing long-term relationships
     

  • Calming the angry customer

  • Understanding the causes of aggression
    avoiding customer irritation and frustration
    calming techniques to reduce aggression
    remaining flexible
    setting and agreeing realistic time-frames
    seeing the issue through to completion
    following-up to ensure client satisfaction
     

  • Managing difficult situations

  • situations tailored to your organisation eg:
    - late deliveries
    - faulty goods
    Dealing with unjustified complaints
    - when the customer is at fault
    dealing with justified complaints
    - when your organisation is in the wrong
    - when you cannot supply
    saying "No" and retaining customer loyalty
    apologising when it is not your fault
     

  • Reducing your own stress

  • recognising what upsets you and why
    taking calls professionally not personally
    coping with bad days
    controlling your own anger
     
    Tailoring the Course Content:

    Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

    • Incorporating your organisation's documentation
    • Referring to your organisation's policies, guides and procedures
    • Agreeing pre-course and post-course work
    • Tailoring exercises and the course manual to suit your requirements

     

    For further details on how Catalyst can tailor your course see Tailored Courses.

    Facilitation:

    This course is extremely practical.  Each delegate will spend much of the day on the telephone Using our closed circuit telephone 'laboratory', delegates can practice and refine the techniques that they have been taught.  The informal, relaxed atmosphere enables delegates to listen to their telephone manner and learn how to improve it and how to handle customers in a mature, professional way.

    Who should attend?:

    This course is intended for anyone who has telephone contact with customers.  Eg field service staff, call centre personnel, help desk personnel and technicians.

     

     

       
    Designed by TWD