Developing a professional telephone and frontline approach

1 day Customer Service and Communication skills course

Objectives

• To present a quality service and ensuring that clients feel welcomed, valued and cared for.
• Equip your team with effective face-to-face and telephone communication skills in order to
  develop and maintain excellent client relationships.
• Establish a solid service approach which can be implemented immediately.

Course Outcomes:

• Recognise the importance of the company brand and ones role as a company brand
  ambassador
• Identify the key fundamental skills required to "WOW" the customer and align the service
  approach accordingly
• Recognise and establish how to meet and exceed customer expectations
• Maximise face-to-face and telephone communication skills
• Adopting a professional style of dress and grooming
• Professional and welcoming body language (non-verbal)
• Provide excellent service through efficient meet-and-greet techniques and professional
  reception of incoming calls
• Use of professional terminology and phrases
• Develop an enthusiastic, empathetic and clear vocal / spoken style
• understanding the etiquette of call transfer and effective message-taking
• Employ a polished method of engagement face to face or telephonically
• Listen attentively to the client's needs
• Ensure thorough understanding of client concerns / requirements
• Respond appropriately and with confidence
• Effectively manage and resolve complaints, leaving the customer with a positive impression
• Ensure impressive, first, ongoing and lasting impressions

Learning Methodology:

• Delegates are encouraged to participate during the communication skills course, resulting in
  buy-in and commitment to the programme philosophy.
• In order to ensure transfer of learning into practical application in the business world, delegates must participate in communications skills exercises.

Who should attend?

Receptionists, Administrative and Frontline Personnel, needing or wanting to improve telecommunications skills, email etiquette and general customer excellence or one- on- one communication skills.

Take Action Now!

This useful customer service and communications skills course will add value to your receptionist and frontline staff.

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