Customised Training
Quality Telephone Customer Contact Skills
The telephone is a moment of truth for your business and your customers. Discover how your team can build rapport and create magic service moments with every customer contact.
First impressions are lasting impressions. This course can be designed specifically for your organisation so that the impression your team leaves will help form lasting relationships with your valuable customers. Learn the key principles of quality customer service and define quality customer service standards.
Visit the sins of internal customer service, the impact of attitude and key communication skills for building quality customer relationships. Discover the benefits of 'going the extra mile' by turning good service into great service.
Who will benefit:
This program will be customised to suit your organisation's specific needs. Especially suitable for teams in small
and medium size business, local government, state government and federal government agencies, corporate teams, and
for call/contact centre teams.
Sample topics covered can include how to:
- understand how your organisation's mission and vision relates to each person's role
- be the driver of customer service
- identify the key concepts and components of customer service excellence
- understand the crucial factors which influence the delivery of quality customer service
- provide a superior level of service to both internal and external customers
- understand the dynamics of why customers remain loyal
- respond proactively to any customer situation by utilising key communication skills
- improve listening, empathy and assertiveness techniques
- deliver quality customer service through cooperation, flexibility and collaboration
- demonstrate positive language and telephone courtesy techniques
- communicate proactively, by going the extra mile.
Duration:
This program is available in a series of half day and one day customised formats.
Telephone: +61 (08) 9361 0244
Facsimile: +61 (08) 9361 6784
Street Address: Suite 18b (lower level) 328 Albany Highway (cnr. Harper Street) Victoria Park WA 6100
Email: info@phoneforward.com.au
ABN: 95 051 715 506