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Telephone Techniques and Handling Difficult Callers

Overview

Do you want 'customer complaints' to drop?
Do you want your company to be seen as providing 'excellent customer service'?
Do you want to minimize the stress from difficult customers?
Wondering how to handle difficult customers and other tough situations?
You've come to the right course then.
 
Dealing with customers and handling their complaints on the telephone is stressful and risky business!
When complaining customers turn confrontational, over demanding, or unreasonable, it becomes formidable than ever to deliver helpful, courteous service.
 
In this course, we will share with you how to met the 'challenges' with a take-charge attitude and a positive outlook to help your customers immediately feel good about doing business with your organization.
 
We know that you must have some skills to handle your job but sometimes, even the most helpful and caring people do need to sharpen their skills, enhance their experience, or change attitude to handle a really tough customers.
 
With the sharing to tools, tips and techniques in this proven effective workshop, learn to to provide the kind of superior, commendable and superior service that results in satisfied, loyal customers. You want to retain  loyal customers who support your business, purchase your products and services, and recommend your organization to others!

Learning Outcomes

By the end of the course, participants will be able to:
 

  • - Direct customer encounters more positive, productive, and profitable
  • - Discover innovative ways to cope with client demands and complaints
  • - Utilize strategies that can help develop a rapport with all types of "prickly personalities."
  • - Resolve complaints quickly — and to everyone's satisfaction
  • - Repair soured relationships with customers who otherwise would have been lost forever
     

Here are just some personal and professional rewards you could earn from just being able to have such of exceptional customer service on the telephone.

Don't just listen to complaints, but learn from them … and prevent future problems while solving current ones!

Who Must Attend

  • Customer Service Executives
  • Customer Service Team Leaders
  • Internal customer service trainers
  • Front desk and Front office assistants and supervisors
  • Receptionists and Secretaries

Course Details

Day 1

Module 1: Telephone Etiquette Essentials

Module 2: Active Listening vs Not Listening

Module 3: Articulate Speaking on The Phone

Module 4: Understanding Customer Expectations from their Perspectives

Module 5: Powerful Probing Skills – Asking the right questions that customers feel that you care!

 

Day 2
Module 6: Dealing with difficult and angry callers

Module 7: Developing Two-Way Win-Win Communication

Module 8: Writing apologetic email with the correct structure and tone.

Methodology

Interactive input, case study presentation, group discussion and role play.

Course Leader

Testimonies

“I now feel confident in my ability to overcome obstacles in managing difficult customers in my profession. The trainer was really fun and resourceful.” – Executive Secretary, Chemical Company of Malaysia Berhad.
 
“This course taught me how to be better at my job as a customer service assistant. It improved my skills and knowledge in the related fields. The trainer did a good job. Very nice!” – Front Desk, Global Facilities Management Sdn. Bhd.
 
“Before I attended this training I really felt like I needed to increase my skills. I felt great after I completed this course. It taught me how to improve my skills in customer service and how to approach particularly difficult people. The trainer was great. I really wish to be as firm and good as her.” – Customer Liason Officer, Energy Management Services Sdn. Bhd.
 
“This course taught me the art of “Reframing”, rapport, strategy, and the characteristics of people. I learned a lot. I can’t wait to practice all the things that I have gained from the course.” – Receptionist, JX Nippon Oil & Gas Exploration (M) Ltd.

Investment

In house arrangement only.

Click here to Request for In house Quotation
Please contact us at +6012 6869 628 | +603 8074 9056
Email: info@itrainingexpert.com

Payment mode:
Payment must be 100% upfront upon confirmation.

 

Registration Details

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IN HOUSE ENQUIRY

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