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Customer Care and Tele-Etiquette

Survival depends on staying ahead of the competition. Most of the time we rely on the sales staff to bring in new customers to sustain the business.

The frontline staff, i.e. reception, switchboard, secretaries and internal sales staff play a vitally important role and are often the last of the staff we focus on when it comes to training and sharing of information, i.e. promotions and changes.

This course also focuses on ensuring professional telephone skills and the importance of treating the internal and external customer with respect.

NOTE THAT THESE TWO TOPICS CAN ALSO BE ADDRESSED AS TWO SEPARATE ONE DAY COURSES

COURSE CONTENTS:

Customer Care:

  • Attitude needs and success
  • Understanding needs
  • Effectively deal with Customer
  • Common Customer Complaints
  • Documenting Complaints
  • Solving Customer Problems
  • Query Resolution
  • Deal with difficult customers
  • Listening skills
  • Questioning techniques
  • Communicate effectively

 

WHO SHOULD ATTEND THIS COURSE?

  • All Staff Members
  • Frontline Staff

Back to Training Courses                                                                                                           Duration: 2 days

Complete the form for more  information

Full Names  
E-mail  
Business Telephone  
Cell Number  
Message  

Tele-Etiquette:

  • Corporate Response
  • Taking Messages
  • Making Calls
  • Leaving voice Messages
  • Waiting
  • Transferring Calls
  • Ending Conversation
  • Tele-Tips
  • Factors Hindering Communication