BVRLA
Training and Careers

Customer Service and Telephone Techniques

Details

  • Duration: Two-day
  • Location: TBC
  • Dates: TBC
  • Cost: £500 plus VAT

In-house training is available

Who should attend?

  • Suitable for anyone handling customers on a regular basis

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.

Related training:


Short Courses
 

Bookmark with: Del.icio.usDiggFacebookLinkedInTwitter

Contact us

By telephone: 01494 434747
By facsimile: 01494 434499
By email: info@bvrla.co.uk

By post: River Lodge
Badminton Court, Amersham
Bucks HP7 0DD

e-mango online business solutionsPowered by e-mango