The September 2024 Customer Service Phone Essentials course is a short-duration (3-hour) course designed to provide your employees with professional customer service skills that will immediately impact your business.This course will teach the core fundamentals to assist them in delivering consistently great customer service over the phone.Your employees will learn how to master the start and the finish of any phone call and how to check for understanding, comfort, and resolution throughout. They will also learn and practice a simple but powerful 2-step method for dealing with more difficult customers and situations they may encounter.Who should do this course?The customer service skills we teach are applicable to all industries, products, and services and are suitable for any employee of all ages who speaks to internal or external customers over the phone.Typical roles suitable for this course include:Call centre agents (sales or service)Personal AssistantsWarehouse/logistics employeesComplaints teamsWhat your employees will learn:Over a 3-hour online/virtual training session, the September 2024 Customer Service Phone Essentials training course will teach your staff the critical skills for call handling that the most successful customer service employees in the world use to deliver superior customer experiences and efficient first contact resolution.The skills taught are aligned with the Australian Contact Centre Quality Standards, consisting of five core competencies and 18 behaviours that have been proven to enable great customer service over the phone.The training consists of powerful demonstrations and practice in the essential behaviours across five key modules:1. How to Create a Strong First ImpressionYour employees will learn how to create a strong first impression and improved customer focus through strong ownership, intent, and the management of customer expectations to build trust and confidence.2. How to CloseEmployees will learn and practice how to better control and transform the end of their calls to avoid awkward finishes through a simple method of strong final checks, expressions of gratitude, and thanks in a warm farewell.3. How to Educate & InformWell teach your employees the three critical discovery techniques (as used by the FBI) to drive more effective and efficient conversations to identify customer needs and determine the best solution.4. Energy, Empathy & ObjectionsThe final module will teach your employees how to consistently sound fresh and engaging whilst projecting confidence and clarity with each customer interaction.About Your TrainerThe September 2024 Customer Service Phone Essentials training course is facilitated by Simon Blair, one of Australias leading Customer Service Trainers.Simon is known for delivering engaging and informative training sessions that provide practical skills for immediate application.Course DetailsThe course is delivered live on:Date: Tuesday, 10th of September 2024Time: 13:30 to 16:30 AEST (Melbourne, Australia)The course is just $268 per employee ex GST for 3 hours of live, facilitated learning with Simon Blair.Simply purchase your ticket at the top of this page. #J-18808-Ljbffr
Job Title
September 2024 Customer Service Phone Essentials