Telephone Techniques For Service Excellence Training Course

This course is designed to enhance participants' telephone communication skills, focusing on providing excellent customer service and ensuring positive interactions with callers. It equips individuals with the tools and techniques to deliver superior telephone service.

Certainly, here's a course outline for "Telephone Techniques for Service Excellence" with UK English spelling and terminology, including the information that the course is suitable for groups of 4 or more:

Telephone Techniques for Service Excellence

Overview: This course is designed to enhance participants' telephone communication skills, focusing on providing excellent customer service and ensuring positive interactions with callers. It equips individuals with the tools and techniques to deliver superior telephone service.

Description:

Topics Covered in the Course:

1. The Importance of Telephone Service: Understanding the significance of telephone service in customer satisfaction and organisational success.

2. Telephone Etiquette: Developing professional telephone etiquette, including answering calls, placing callers on hold, and ending calls courteously.

3. Active Listening Skills: Enhancing active listening skills to better understand caller needs and concerns.

4. Effective Communication: Techniques for clear and concise communication over the telephone.

5. Dealing with Difficult Callers: Strategies for handling challenging or upset callers with empathy and professionalism.

6. Problem Resolution: Approaches to efficiently resolve issues and provide solutions to callers.

7. Product and Service Knowledge: Acquiring in-depth knowledge of products or services to provide accurate information to callers.

8. Call Handling and Time Management: Managing call volume efficiently and reducing wait times for callers.

9. Building Rapport and Trust: Establishing rapport with callers and building trust in service excellence.

10. Handling Confidential Information: Ensuring the confidentiality and security of caller information.

This course is suitable for groups of 4 or more individuals who engage in telephone-based customer service roles or interactions. It is intended for customer service representatives, call center agents, receptionists, and anyone responsible for delivering service excellence over the telephone.

By the end of this course, participants will have gained enhanced telephone communication skills and be better equipped to provide excellent service to callers. They will have a personalized action plan to continually improve their telephone service excellence.

This course is suitable for groups of 4 or more individuals.