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Corporate Information
CUSTOMER SERVICE TRAINING
Lack of opportunity for development is one of three top reasons for staff to seek alternative employment. Cost of labour turnover ranges from 30% to 250%. Delivering quality training programs is a critical part of retaining a satisfied and productive workplace.
Each seminar is full of easy to understand, practical information that staff can use in their day to day dealings with customers. We also emphasise that customer service is much more than saying good morning or have a nice day.
Customer service is about understanding and anticipating the needs of customers so they stay longer, spend more and return more often. The diversity of customers and staff in our organisations is immense and we are now incorporating into all our training programs the topic of diversity.
Encouraging staff members to work in harmony with each other and utilising the skills and languages that they possess to assist customers and to encourage a unified team.The workshops are:
- First Impressions – Customer Service for Frontline staff
- First Impressions - Effective Telephone Communication
- First Impressions - Customer Service for Catering staff
- First Impressions – Telesales – Increasing your Business Profile and Sales
Overview
First Impressions - Effective Telephone Communication
Every day hundreds of people experience your company via the telephone. That experience translates into positive or negative customer service. Being put on hold, given confusing information or dealt with in an offhand manner will affect your relationship with your clients. This workshop teaches staff the importance of making every telephone contact a positive experience. It also shows your team how to be professional and productive in a sometimes stressful environment.
Who should attend:
This practical and motivational workshop should be offered to reception and support staff.
Outcomes:
At the completion of the program, participants will have a clear understanding of the Telephone Communication Performance standards. They will be able to answer the phone in a professional manner and deal with a wide range of enquiry calls. They will also be able to handle complaints with professionalism and understanding.
Methodology:
Learning tools used in this interactive workshop include workbook, role playing, communication games and information sheetsTopics covered in this workshop include :The importance of a smile.
- The ten tips to great phone communication
- Practical strategies for call management, transferring calls and message taking
- Ways of demonstrating understanding and empathy without being face to face
- Efficiently dealing with standard enquiries
- Handling complaints with professionalism
- Time management tips for keeping up productivity and efficiency
- The telephone efficiency checklist
- This module also includes guidelines for continuing self assessment and skill development
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