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There are many excellent online courses. This has been hugely beneficial in my day to day work.
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- Louise Nolan
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Customer Care for IT Telephone Support Staff
Course Aims
Telephone Support Staff are often the only contact a customer has with the organisation; they therefore represent all that is potentially good, or bad, about their Company to the customer. Often Telephone Support Staff bear the brunt of a customer's frustrations and all too often, because most of us have learnt t avoid conflict, customers are still frustrated at the end of a call, since their fundamental concern has neither been unearthed nor, therefore, dealt with. This course will enable readers to better understand the hidden messages and language that customers use; to understand how to identify and handle telephone types. It will provide them with questioning techniques and improve their listening skills so that they will be better able to deal with customer complaints. It will give them a deeper understanding of how to deliver real quality customer service and how to retain customer loyalty. |
Course Audience
IT Telephone Support Staff, who spend most of their time dealing with customers by phone, whether helping them with their IT related problems or handling complaints of any nature. They need to understand how one-stop shopping operates and how they are expected to be the one-time fix for the customer and the true meaning of customer ownership. |
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Table of Contents
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Communication Skills
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What is Effective Communication?
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The Key Elements in Effective Communication
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The Key Elements in Effective Communication
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Effective Telephone Communication
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Effective Telephone Communication
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The Barriers to Communication
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Overcoming the Barriers to Communication
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The Four Telephone Types
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How the Four Types Vocalize
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How the Four Types Vocalize
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The Effective Telephone User
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Creating the Right Impression
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Handling Incoming Calls Efficiently
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Controlling the Call/Overcoming Fear
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Controlling the Call/Overcoming Fear
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Relax!
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The Angry Caller
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Understanding Your Customer
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Understanding Your Customer
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What is Important to Customers?
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What is Important to Customers?
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How to Keep Customers
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Never Tell Customers Your Problems
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Final Guidelines For Handling Complaints
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Final Guidelines For Handling Complaints
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Measurement Systems
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