SYDNEY(02) 9499 3322
MELBOURNE(03) 9909 0524
BRISBANE(07) 3014 0545
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Customised Training Course

Professional Telephone & Email Skills Masterclass

This interactive workshop is ideal for experienced and novice customer service professionals and all staff wanting build on their existing skills and take them to the next level

Course Details

Professional Telephone & Email Skills Masterclass

This course can be customised to suit the specific needs and challenges of your team members and businsess. This course will help achieve your specific needs and desired outcomes.

Course Delivery Options

On site at your premises customer service training Online Microsoft Teams customer service training Online Zoom Meeting customer service training

Course Outline

Our very popular Professional Telephone & Email Skills Masterclass covers daily customer interactions by telephone, email & in person. We will teach your team members how to positively engage with your customers in a professional manner and equip them to deal with a variety of customer interactions, both good and not so good. This course is designed to improve the ‘customer centricity’ of your team and at the same time ensure that your customers happily return.

We teach the importance of their individual roles as the voice or face of your organisation and change the way they look at their current customer relationships.

Sometimes your team will need to deliver ‘Bad News’ that will upset the customer and is beyond the scope of your firm and your customers who may be inconvenienced. We will demonstrate how to deliver bad news to customers in and variety of commercial circumstances.

Topics Covered

Module 1

Course introduction

Why are we having this training?

The importance of professional customer service skills

How you are the face and voice of your organisation

What your customers want, need & expect today

Experience v Processing your customers

Professional Phone Answering and Call handling techniques

Things we tell customers & things we don’t

Why we never discuss the internal workings of our business & operational issues with our customers

Module 2

Revision & Questions

Eliminating negative phrasing; Mate, Buddy, Pal, Darling, Pet (and many more)

Addressing the ‘hollow’ phrases that we all  use and constantly annoy our customers

Email Skills – Professional techniques for a variety of situations

Dealing with ‘Hot emails’ – Emails from customers that are accusatory

5 common customer interaction mistakes.

Attitudinal issues

Explaining technical information to non technical customers

Module 3

Revision & Questions

Difficult Customer interactions via phone, email & face to face

Common customer behaviour patterns and triggers

Taking ownership & avoiding unnecessary escalations to Team Leaders & Management

How to deliver bad news in the most professional way.

Complaints and how to handle them

Module 4

Revision & Questions

Time management essentials

Upselling  & cross selling techniques

Personal presentation tips

What to do when you or your firm make a mistake

Why you lose customers

Revision

Who Should Attend?

This course is suitable for any organisation with staff who have phone, email and face to face contact with customers. 

Group Discounts

Contact us to discuss your requirements.

Each attendee receives a laminated Certificate upon completion

Sydney

Level 5, 115 Pitt Street
Sydney
(02) 9499 3322

Melbourne

566 St Kilda Road
Melbourne
(03) 9909 0524

Brisbane

Level 20, 300 Queen Street
Brisbane
(07) 3014 0545