Core Customer Service and Communication Skills Training

dancing lion training & consultancy
In company
  • dancing lion training & consultancy

£ 337 - (402 )
+ IVA

An excellent training programme – thank you. You were an absolute pleasure to work with – I wish you the very best for the future hope we can work together again.

LA OPINIÓN DE Customer Care Manager

Información importante

  • Curso
  • In company
  • Duración:
    2 Days
  • Cuándo:
    A elegir
Descripción

In today’s competitive and price conscious market we all appreciate it is not enough to just to provide a basic service to the customer over the telephone. Companies must now provide real value for money and satisfy their customer’s expectations. In this core skills development programme, participants will learn how to recognize and meet customers requirements.

This training programme is typically delivered in English.
Translators can be provided at an additional cost.

Información importante
¿Qué objetivos tiene esta formación?

This course is an excellent tool for building customer service and telephone communication skills. The range of topics, tailored skills, practice exercises, style of training and individualized coaching will ensure all participants benefit.

¿Esta formación es para mí?

All customer facing staff, contact centre agents, advisors, and anyone representing your brand.

Instalaciones y fechas

Dónde se imparte y en qué fechas

Inicio Ubicación
A elegir
Inhouse

Opiniones

Q

18/07/2016
Lo mejor Dancing lion training created a communications skills training programme to deliver to contact centre agents in Ireland and India. It was a great eye opener to see the approach. The knowledge for the contact centre environment was first class. They understood how to achieve optimum results through the tailored training material.

A mejorar Nothing.

Curso realizado: Julio 2016 | Recomendarías este centro? Sí.
O

10/08/2016
Lo mejor The trainer from dancing lion was very open, professional and the calmest person I’ve ever met. He delivered effective training even in the most challenging situations and to hardest of individuals.

A mejorar Everything OK.

Curso realizado: Agosto 2016 | Recomendarías este centro? Sí.
C

10/03/2016
Lo mejor An excellent training programme – thank you. You were an absolute pleasure to work with – I wish you the very best for the future hope we can work together again.

A mejorar Nothing bad.

Curso realizado: Marzo 2016 | Recomendarías este centro? Sí.

¿Qué aprendes en este curso?

Public Speaking
Customer Care
Conflict Resolution
Problem Solving
Motivation
Community Education
Customer Service
Communication Skills
Organizational Skills
Business Plan
Time management
Communication Training
Customer relationship
Communication Training
Problem Solving

Temario

Programme objectives

To assist participants to develop their telephone communication and customer service skills so they can provide a friendly, effective service to customers, contributing to achieve business objectives.

By the end of the course participants will be have gained the following skills:

  1. ❖understanding and assessing the impact you make over the telephone
  2. ❖the dynamics of effective communication
  3. ❖becoming aware of vocal tones and communication habits that can create misunderstanding and negative reactions
  4. ❖questioning and listening skills
  5. ❖directing the conversation to a successful outcome
  6. ❖creating rapport with clients who have different communication styles
  7. ❖dealing with difficult or abusive clients
  8. ❖overcoming barriers at work
  9. ❖opening and closing the call professionally.