• 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!

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!

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

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.

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