Introduction

• Course context
• Personal learning objectives

Telephone customer service

• Why customer service is a must
• Building a reputation for customer service excellence
• Dealing with a variety of calls with a diverse range of customers
• Taking ownership, accountability and responsibility

Telephone communication

• Use vocal and verbal communication to build rapport – what you say is not always what people hear
• Use positive language
• Fine-tune your listening skills
• Understanding words and phrases that connect and those that disconnect
• Getting right your greeting, closing, taking messages and handovers
• Communicating action with cause and effect statements

Managing Challenging Calls

• Dealing with complaints
• Difficult customers
• Break repetitive loops (when customers repeat themselves and are stuck in story)
• Taking care of yourself

Putting it into practice