Customer Service on the Telephone Training
Improving Client Retention through effective use of the phone…
Call us today: 020 8337 5937
What happens when a customer comes into direct or indirect contact with your company? The truth can be uncomfortable. But the results from improving that ‘Moment of Truth’ (customer interaction) will not only impact upon your bottom line – but add a lot more focus to the workplace too.
Sales may be the life’s blood of your company, but customer service is the heart beat that keeps that blood pumping. No matter how great your products are, no matter how competitive you are on price, if your Customer Service is poor you WILL lose customers. That means you will also lose money. Customers today are looking at more than price; they are shopping for experience, and a great customer service experience is at the top of their list. In today’s competitive markets, Customer Service determines the winners and losers.
We specialise in helping teams that work in the following areas:
- Customer Service Telephone Call Handling
- Complaint Handling on the Telephone
- Helpdesk and Technical Support on the Telephone
Whether you have a Small Customer Service Team or a Contact Centre full of Customer Service Advisors we can definitely help you.
We provide In-House Telephone Techniques Customer Service Training Courses in all major cities and surrounding areas such as: London, Surrey, Sussex, Hampshire, Birmingham, Manchester, Southampton, Brighton, Liverpool and Bristol UK to mention a few.
Here is what one of our Clients said about our Customer Service Training:
“We invited Gary Morgan to spend a day with our call centre operation. He spent time with our callers and managers, understanding every aspect of their day-to-day operation and challenges, and produced a comprehensive written report sharing his observations and recommendations. I am pleased to say that within one month of implementing Gary’s recommendations, we increased our contact rate by 4%, and another 2% the following month. This has had a direct and positive impact on productivity and profitability. Thank you Gary”.
Rich Mullens – Head of IS Home Fundraising
To increase improve your client retention call us today on: 020 8337 5937 or email: info@milestoneexperts.co.uk
Below are just some of the Customer Service Training Topics we deliver:
“Keeping customers happy and making money from them”
“Customer Service Call Handling” – No matter how great your products are, no matter how competitive you are on price, if your customer service is poor you WILL lose customers. That means you will also lose money. Customers today are looking at more than price; they are shopping for experience, and a great customer service experience is at the top of their list. Some of the reasons customers are unhappy are; waiting for several rings before the phone is answered or the phone being answered unprofessionally, being spoken to abruptly or inappropriately and broken promises/not doing what they said they would do. Just work out what a customer is worth to you for one transaction and then work out how much they would be worth if you could keep them for many years. The fact is you could, if you focus on the “moments of truth” (customer touch points) in your business. In this In-House Customer Service Telephone Call Handling Training Course we will equip your staff with skills that they will instantly be able to use when they get back on the phone.
“Making the unhappy, happy again”
“Complaint Handling” – Abusive, Demanding and Aggressive customers cause a great deal of anxiety to your Customer Service Advisors. Terminating or escalating abusive calls to your Management Team often enrages the customer even more. In this in-house Complaint Handling Telephone Skills Training Course we will look at the following 3 ways to handle a difficult customer; Deal with the behaviour, Deal with the issue, Deal with the behaviour and the issue. We will also help your Customer Service staff to think logically and communicate effectively over the phone when under pressure from a customer. Questioning and Listening skills in addition to choosing the right words are vital if they are going to pacify the customer. Complaint empathy and agreeing a win-win solution will also be discussed during this training.
“Making the complicated easy”
“Helpdesk Technical Support” – Helpdesk and Technical Support Staff have one of the most challenging jobs in the customer support function. The types of customers calling your staff are very often frustrated and angry as they think they have been sold a faulty product. It is therefore vital that your staff become experts in communicating over the phone in the same way they are technical experts. They need to communicate complicated technical jargon into easy to understand instructions. In this In-House Helpdesk & Technical Support Telephone Training Course we will give your staff the skills to, listen with empathy, speak with clarity and resolve customer issues first time every time, thus greatly reducing customer call backs and increased customer satisfaction.
Some of the other Customer Service Telephone Skills topics we cover with your teams are:
- Understanding your customer
- Identifying customer needs and expectations
- Key elements of good customer service
- Setting and maintaining standards
- How to make a great first impression
- Verbal and non-verbal communication
- Developing effective listening skills
- Questioning skills
- Understanding causes of dissatisfaction
- Recognising customer reactions
- Time management
