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Professional
Telephone
Answering Skills
From
reception to the
boardroom few
people use the
phone well. We
will teach your
team how to
greet, engage
and control all
client calls and
make a lasting
impression.
Whether you are
receiving or
making telephone
calls there are
techniques that
we must use to
appear
professional
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Email Skills for
Everyone
Most staff use
email as part of
their daily work
routine yet
surprisingly
less than 20% of
management and
staff understand
the most
important
aspects of email
communication.
It is vital that
your staff
understand email
etiquette,
language usage,
email
presentation,
tone and the
legal problems
that can arise
from ill
considered usage
of this powerful
communication
tool.
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Internal v
External
Customers
From our
experience we
are often
surprised just
how few
employees
appreciate that
their workmates
and other
departments are
your internal
customers and
fail to treat
them
accordingly. We
will teach your
management and
staff to be
aware of the
internal as well
as external
customers and
the special
treatment that
the often
overlooked
internal
customers
require.
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Difficult
Customers and
How To Deal With
Them
There are
many types of
difficult
customers
including
aggressive,
impatient, high
maintenance,
obnoxious,
wafflers and of
course arrogant
customers. We
look at the
different
personality
styles and give
your team the
tools to handle
the various
profiles in a
confident and
professional
manner.
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What Your
Customers Want,
Need and Expect
Despite the
huge variety of
customers that
we all deal with
there are some
aspects that are
common to every
customer. We
study the
expectations of
our customers
and how they
vary from time
to time. We also
look at the
fundamentals of
customer service
that are
consistent
regardless of
the industry
type.
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Exemplary
Customer Service
and How It Can
Be Achieved
Great
customer service
doesn't happen
by accident.
Here we look at
techniques to
enable you to
improve your
customer service
skills
regardless of
your role.
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The Customer
Service
Experience Vs
The Customer
Service Process
No one wants to
be treated as a
number yet in
today's somewhat
faceless
customer service
environment we
need to ensure
that our
customers don't
feel that they
are merely being
processed as
opposed to
receiving the
experience they
deserve.
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Time
Management
Skills
We all wish
that there were
more hours in
the day
unfortunately
that isn't going
to happen
however, there
are a number of
time management
techniques that
we can all use
both on the
phone and in
person to
optimise the
time we have and
increase our
efficiency.
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Why You Lose
Customers
Companies
spend thousands
to win customers
only to lose
them due to ill
considered
comments and
poor service.
Here we look at
how to retain
your customers
and have them
want to increase
their dealings
with your firm.
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Complaints
and Why We Need
Them
Complaints
are important
for the smooth
operation of
every business
as they provide
feed back as to
what our clients
really think
about our
service levels.
Here we look at
the importance
of complaints
and how to
handle them in a
variety of
circumstances.
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Taking
Ownership of
Problems
It is
imperative that
all staff and
management
regardless of
their role are
able to tackle
problems when
they occur
without the
reflex need to
pass the matter
to someone else.
We teach the
importance of
taking ownership
of problems and
being able to
resolve same to
the best of each
staff members
ability.
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Male V Female
Wiring
Differences
Every woman
is aware of her
ability to multi
task but few are
aware of the
stark difference
between the
multi tasking
skills they have
and those of
their male
customers and
workmates. The
impact in the
workplace is
significant and
we discuss our
findings in
female v male
business
interactions.
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Body Language
Skills
Learn the
secrets to
reading people
and establish
what they are
really thinking!
You will learn
how to read your
customers,
workmates and
even your
partner and
learn to be
aware of signals
that are given
by all of us.
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Customer
Service Skills - Professional Telephone, Email &
Customer Handling
