Delivering Excellence via Email and on the Telephone- Virtual Training
Practical Training for Professionals
Summary
- Tutor is available to students
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Overview
This one day workshop focuses on how to deliver an excellent customer experience via email and on the telephone. You will learn the do's and dont's that increases customer loyalty.
Delegates will be come experts in delivering excellent customer service levels on the phone and ensure their email skills are highly professional.
Description
Delivering Excellence via Email and on the Telephone- Virtual Training - Timetable
09:30 – 10:00 Welcome and coffee. Introduction to the course and its objectives.
10:00 – 10:30 Email and Telephone. The big difference.
(This part of the course clearly identifies the skill sets we need for these two unique forms of communication)
10:30 – 11:00 Don't put me on hold!!
(We will be doing exercises to establish what annoys us and delights us personally with regard to telephone and email and how we can apply this to our own business)
11:00 – 11.30 Moments of truth. Best practice on the telephone and email.
11:30 – 12:00 Current and effective communication skills. The power of tone awareness. How can we be outstanding on the telephone?
12:00 – 12:30 The 6 key components of active listening.
(A great fun exercise to establish our own skills in active empathic listening techniques)
12:30 – 13:00 Questioning techniques. How different questions can open up conversation.
13:00 – 14:00 Lunch
14:00 – 14:30 Managing difficult calls and responding to challenging emails. How to deal with conflict on the telephone. Exploration of the ULAR formula and the advantages of using it.
14:30 – 15:15 Scenarios. Confidence building for every eventuality (Mystery shopping exercise where we create our own criteria for evaluating excellent customer service on the telephone)
15:15 – 16:00 Creation of our 10 top tips for our business for both telephone and email.
16.00 – 16:45 Summary and Action Plan agreed.
What are we going to stop doing, keep doing and start doing from tomorrow?
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This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
