Core Customer Service and Communication Skills Training

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

£ 337 - (400 )
+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.

L'OPINIONE DI Customer Care Manager

Informazione importanti

  • Corso
  • In company
  • Durata:
    2 Days
  • Quando:
    Da definire
Descrizione

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.

Informazione importanti
Quali sono gli obiettivi della formazione?

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.

È la formazione giusta per me?

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

Sedi

Dove e quando

Inizio Luogo
Da definire
Inhouse

Opinioni

Q

18/07/2016
Il meglio 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.

Da migliorare Nothing.

Corso realizzato: Luglio 2016 | Recomendarías este centro? Sí.
O

10/08/2016
Il meglio 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.

Da migliorare Everything OK.

Corso realizzato: Agosto 2016 | Recomendarías este centro? Sí.
C

10/03/2016
Il meglio 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.

Da migliorare Nothing bad.

Corso realizzato: Marzo 2016 | Recomendarías este centro? Sí.

Cosa impari in questo corso?

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

Programma

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.