Telephone & IT Help Desk Training

Few areas of the customer service dynamic are as important as the professional and consistent handling of customer service.

Too many organisations overlook this vital area and leave their client feeling very unimpressed with the level of care and interest they receive.

Many factors contribute to poor telephone and help desk skills, some of these are less than obvious to employers and senior management.

Customer Service Training Australia can assist your customer service personnel to deal with a variety of issues impacting on your firm's customer relationship.
 

	Understanding Customer Wants, Needs and Expectations
	Inbound v Outbound calls
	How to reduce call times
	Dealing with Arrogant, Obnoxious and Overbearing Customers
	Dealing with Clients as they are "Shouting" at You
	Professional Customer Greeting and Interactive Skills
	How to "Control" the Call
	Dealing with Telephone " Escalations "
	Gen Y v Gen X Interactions
	What we tell Customers and What we Don't
	Taking Ownership of Problems
	How to Deal with Customers who Don't Listen
	Dealing with People who "Waffle"
	Using Power Words for Impact
	Maintaining the Company Line and Policies
	Time Management Tips
	Ensuring Customers Return

Training Benefits

Many tangible benefits come from our training sessions. Your staff will be more confident and assertive in dealing with a variety of situations and gain inner strength from their new skill set that enables them to control their customers in a variety of industry specific situations with ease.

Their new sense of empowerment will assist them in dealing with time sensitive matters to reduce call times, they will be more confident and assertive and know how to deal with client escalations that previously they may have dreaded and perhaps avoided.

For more information please call your nearest Customer Service Training Australia office or complete our Enquiry Form today.