Mastering Customer Interactions: Excellence in Email and Telephone Communication
- Attending this course will equip participants with the skills to handle customer interactions confidently and professionally.
You will learn to communicate more effectively, both in writing and over the phone, which can lead to increased customer satisfaction and loyalty.
The training provides practical tools for dealing with challenging situations, enabling you to turn potential conflicts into positive outcomes.
By the end of the course, you will have a deeper understanding of customer service principles and be better prepared to foster strong, lasting relationships with your customers.
What to expect
- 24 months post training support included .
- Tailored and bespoke programme options .
- Our experienced training and logistics team in the last 23 years have assisted 213,060 people .
- Over 14,264 organisations trained .
- We are rated 'Excellent' on Trustpilot and 98.7% of our customers recommend us .
- Delivery UK wide and international (75+ countries delivered) .
Suitability - Who should attend?
This one-day course is ideal for professionals across various sectors who interact with customers via email and telephone, including customer service representatives, call handlers, administrative staff, and managers.
It is designed for individuals seeking to enhance their communication skills, effectively manage customer interactions, and deliver exceptional service.
Whether you are new to a customer-facing role or looking to refine your existing skills, this training will provide valuable insights and practical techniques to improve your customer engagement.
Training Course Content
Foundations of Excellent Customer Service
Importance of customer service in businessKey principles of effective communication
Understanding customer expectations and needs
Email Communication Skills
Structuring professional and effective emailsTone and language in email communication
Common pitfalls and how to avoid them
Practical exercises: Writing clear and concise emails.
Telephone Communication Skills
Opening and closing calls professionallyActive listening and questioning techniques
Managing different types of customers
Activity: Handling various call scenarios
Dealing with Difficult Customers
Techniques for staying calm under pressureStrategies for defusing angry or upset customers
Turning negative interactions into positive outcomes
Case studies: Analysing challenging customer interactions
Building Rapport and Maintaining Professionalism
Importance of empathy and emotional intelligenceNon-verbal communication cues in telephone interactions
Tips for maintaining a positive attitude and professional demeanour
Group discussion: Sharing experiences and best practices.
Expenses
Prices on application. Contact us for quote.
Request information - obligation free
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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
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