Why is it important to provide good customer service on the telephone?
In today's competitive business world, both internal and external customers expect high quality not only in your products, but also in the level of customer service you provide.
On the phone, although you do not intend it, you could be perceived as being rude or insensitive. This is because you cannot rely on body language and facial expressions to help you convey your message. You can only use words and your tone of voice to convey your meaning.
What do you gain from this one-day workshop?
This one-day workshop focuses on the challenges in dealing with upset or difficult customers on the phone.
The workshop first takes you through essential telephone techniques you must possess. It then takes you through difficult customer service situations you may face in the course of your work, and how to handle these situations with poise and professionalism, while maintaining the goodwill and preserving the relationship with the customer.
You will also learn how to improve your telephone voice, and choose the best words and phrases to use, so that you can handle difficult customer situations confidently.