Customer Service and Telephone Techniques

Aims and objectives

To equip attendees with skills that will develop their confidence, enable them to project a professional image at all times, and improve the customer service they provide.

Customer Service:

• Good customer service defined
• Setting customer service objectives and standards
• Monitoring and measuring customer service: key performance indicators
• Assessing customer service strengths and weaknesses
• Identifying the blockages to delivering consistently high levels of customer service
• Creating a strong customer service focus among staff
• Handling customer problems, queries and complaints
• Obtaining and using feedback from customers

Telephone Techniques:

• The benefits of effective call management
• Basic rules
• Effective call structure
• Emotions: behaviour patterns
• The do's and don'ts
• Summarising to confirm understanding
• Holding on: message taking and transferring calls
• Closing a call
• Listening skills
• Owning a call
• Questioning skills
• The cost of doing things twice
• Dealing with complaints
• Action plans

This programme is interactive and involves role playing to practice the principles covered in the course.

Contact:

Member Services on 01494 545703 or memberservices@bvrla.co.uk to register for a course or for more information.

Bookmark with: