BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.2.3.1//EN BEGIN:VEVENT UID:1369@x8ti.com DTSTART;TZID=Europe/Istanbul:20251201T090000 DTEND;TZID=Europe/Istanbul:20251205T130000 DTSTAMP:20241222T121239Z URL:https://x8ti.com/event/telephone-customer-service-training-courses-5/ SUMMARY:Telephone Customer Service Training courses DESCRIPTION:Introduction\n\nWith the current times\, and people working fro m home\, digital and telephone interaction has increased tremendously. Thi s is the time to improve our telephone customer service skills. What’s c ritical is that every customer calling you and your organization be made s pecial and given that extra treatment where s/he feels that they are inter acting with an organization who is professional and values their customers .\n\nUsing the telephone to communicate is the most preferred way to estab lish customer contact. The call centers are flooded with queries and calls . It is so important to know how to receive calls\, make the call\, what i s the first thing to say and create that positive first impression with th e very first sentence.\n\nThere are many times when the customer deals wit h their own moods and upsets and reflects it on the customer service execu tive who has made the call\, this program looks at how does one deal with the difficult conversations and leaves the customer with a smile.\n\nThis Xcelerate training Institute course will inspire you to go beyond your cap acity to support your customer even though the interaction is not faced to face. You would learn how to make a professional phone call\, understand the requirement\, use your vocals to advantage and display a positive atti tude when you speak.\n\nLearning Objectives\n\nThe telephone customer serv ice program trains you to understand the importance of customer service an d telephone etiquettes. It looks at how to have make the first impression and showcase the genuine interest to gain credibility even on the telephon e.  The program focuses on gaining confidence and enhanced conviction whe n answering the phone.\n\nUpon completing this telephone customer service training program successfully\, participants will be able to:\n\n Speak t o the customer on the telephone with enhanced confidence\n Build a positi ve first impression on the phone\n Show a keen interest in building an im age of a supportive and helpful customer service representative\n Learn h ow to show genuine interest and provide quality service on the phone\n Di splay a professional self-image when interacting over the phone\n Gain ma stery over a professional and calm voice which helps in building credibili ty\n Assertively be able to say No when required over the phone\n Deal w ith questions and learn to respond to questions effectively over the phone \n Master ways to deal with difficult and irate customers in a profession al manner\n\nTraining Methodology\n\nThe Telephone Customer Service Traini ng will be conducted in a collaborative manner and will comprise of the fo llowing training methods:\n\n Role Plays\n Group Discussions\n Presenta tions\n Assignments\n Lectures &\; Seminar Method\n Activities\n Po lls\n Surveys\n Whiteboard interaction\n Case Studies &\; Functional Exercises\n\nThe program structure is a detailed and interactive session\ , following a two-way communication\, we work with the participants to ens ure they are able to get a practical experience of how to interact with th eir customers.\n\nBenefits For Your Organization\n\nOrganizations who want to develop the skills of their employees in interacting with the customer s and want them to be sensitive to the customer’s requirements. Also\, 0 rganizations who want their customers to be treated well over the phone an d aspire to showcase their employees as sound professionals should nominat e their employees for this program.\n\nCompanies who nominate their employ ees to participate in this Telephone Customer Service Program can benefit in the following ways:\n\n Have their employees build the right attitude when interacting with the customer over the phone\n Have the right tools of telephone customer service skills\n Gain higher customer satisfaction from the end consumer\n Have customers say that the customer service repr esentative was a delight to speak to\n Have employees demonstrate a focus ed professional approach to interact with the customer over the telephone\ n Responsive employees who interact with customer in an empathetic manner \n\nBenefits For You\n\nAn individual can benefit from this program in var ious ways only out of their willingness and participation.\n\nIndividuals who participate in this Telephone Customer Service Training Program can ga in from it in the following ways:\n\n Prepare before making that phone ca ll to the customer\n Make a positive impression with the customer over th e phone\n Be able to create an enriched customer relationship over the ph one\n Understand how to interact with the customer and make them feel imp ortant over a phone call\n Gain high level of listening skills\n Learn p rofessional telephone communication skills\n\nTarget Audience\n\nThis Tele phone Customer Service Training Program is ideal for:\n\n Anyone working in the customer service industry\n Employees working in the call cent-re and BPO industry\n People working as customer service representatives and part of different customer service departments\n Anyone who interacts wi th customers over a telephone\n Anyone who is keen on enhancing their com munication and customer service skills on the phone\n Anyone who wants to learn how do we attend to customers professionally on the phone\n\nThis t elephone Customer Service Training Program would be suitable for anyone wh o is interacting with the customer on the phone and wants to cause their b usiness to be known for excellent service.\n\nThese challenging times call us to do business on the phone and the next new normal for all organizati ons will be work from home and digital interaction with the customer. If y our role is to interact with customers\, then this program is a must atten d as it helps you build your image over the telephone.\n\nCourse Outline\n \nKnow your customer and create the foundation\n\n Know your customer\n Understand the requirements of the customer over a phone call\n Focus on skills required to be a good communicator\n Lay the foundation of telepho ne customer service\n\n \n\nQualities required for a Good Telephone Inter action \n\n Know the qualities required for a good telephone interaction with the customer\n Check and assess the presence of the qualities\n Lea rn Conversational language required in the telephone call\n Learn how to begin the call\n\n \n\nCommunication Skills\n\n Two Way Communication\n Barriers to Communication\n Types of Communication\n Dealing with the d istractions when communicating over a call\n\n \n\nListening Skills\n\n Listen to understand\n Know the different levels of listening\n Empathy\ n Learn to pause when required\n\nVoice Modulation\n\n Analyze the voice modulation requirement for the telephone call\n Understand the qualities of a good voice call\n Work on the Vocals\n Develop positive energy in your voice and communicate with zest\n\n \n\nTrust\, Credibility\, Respec t\n\n Demonstrate trust\, credibility and respect with the way you speak\ n Respond and not react\n Speak with facts and evidence\n Put the custo mer at ease and have him trust you\n\nQuestioning\n\n Learn effective que stioning techniques\n Understand the difference between open and closed e nded questions\n Learn to ask open ended questions\n Learn to get furthe r information by understanding their requirement\n Understand the differe nce between gaining information and interrogation\n Ask questions with th e right tone\n\n \n\nDeal with difficult customers \n\n Learn to deal wi th different kind of customers over the call\n Recognize the moods of the irate customer\n Identify ways to respond to the irate and angry custome r\n Managing complaints and escalations\n Escalating the call to the sup ervisor/management\n\n \n\nDeal with the smaller aspects with bigger resu lts\n\n 4 Step Hold Procedure\n Useful Telephone Aids\n Managing dead a ir and requesting the customer to wait\n Educating the customer on the po ssible solutions and give required information\n Maintaining Transparency and Sign Posting\n Transfer Procedure\n Conferencing a call\n Telephon e Phonetics\n\nClosing the Call\n\n Follow-through\n Sign the call\n Su mmary and Action Plan\n Arrange a Call back as per the requirement\n Gra titude\n Greeting\n\n \; ATTACH;FMTTYPE=image/jpeg:https://x8ti.com/wp-content/uploads/2024/12/What sApp-Image-2024-12-04-at-1.17.21-PM.jpeg CATEGORIES:Customer Service LOCATION:http://online END:VEVENT BEGIN:VTIMEZONE TZID:Europe/Istanbul X-LIC-LOCATION:Europe/Istanbul BEGIN:STANDARD DTSTART:20241201T090000 TZOFFSETFROM:+0300 TZOFFSETTO:+0300 TZNAME:+03 END:STANDARD END:VTIMEZONE END:VCALENDAR