Customer Care for IT Telephone Support Staff
Description: This course will enable participants 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 skill 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.
Prerequisites:
Participants may be new to dealing with clients by phone or may have some practical experience but no or limited previous structured training.
Communication Skills:
- What is Effective Communication?
- Body Language
The Key Elements in Effective Communication:
Effective Telephone Communication:
The Barriers to Communication:
- Physical Barriers
- Pyschological Barriers
- Semantic Barriers
Overcoming the Barriers to Communication:
The Receivers Task
The Four Telephone Types:
The Effective Telephone User:
- Creating the Right Impression
- Attitude
- Voice
- Words
- Handling Incoming Calls Efficiently
-
Controlling the Call/Overcoming Fear:
Relax!:
The Angry Caller:
Understanding your Customer:
What is important to Customers?:
How to keep Customers:
- Never Tell Customers your Problems
- Problems = Opportunities