BEGIN:VCALENDAR VERSION:2.0 PRODID:-//wp-events-plugin.com//7.2.3.1//EN BEGIN:VEVENT UID:1368@x8ti.com DTSTART;TZID=Europe/Paris:20260914T090000 DTEND;TZID=Europe/Paris:20260918T130000 DTSTAMP:20260210T182919Z URL:https://x8ti.com/event/telephone-customer-service-training-courses-4/ SUMMARY:Telephone Customer Service Training courses DESCRIPTION:Introduction\nWith the current times\, and people working from home\, digital and telephone interaction has increased tremendously. This is the time to improve our telephone customer service skills. What’s cri tical is that every customer calling you and your organization be made spe cial and given that extra treatment where s/he feels that they are interac ting with an organization who is professional and values their customers.\ n\nUsing the telephone to communicate is the most preferred way to establi sh 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 is the first thing to say and create that positive first impression with the very first sentence.\n\nThere are many times when the customer deals with their own moods and upsets and reflects it on the customer service executi ve who has made the call\, this program looks at how does one deal with th e difficult conversations and leaves the customer with a smile.\n\nThis Xc elerate training Institute course will inspire you to go beyond your capac ity to support your customer even though the interaction is not faced to f ace. You would learn how to make a professional phone call\, understand th e requirement\, use your vocals to advantage and display a positive attitu de when you speak.\nLearning Objectives\nThe telephone customer service pr ogram trains you to understand the importance of customer service and tele phone etiquettes. It looks at how to have make the first impression and sh owcase the genuine interest to gain credibility even on the telephone.  T he program focuses on gaining confidence and enhanced conviction when answ ering the phone.\n\nUpon completing this telephone customer service traini ng program successfully\, participants will be able to:\n\n Speak to the customer on the telephone with enhanced confidence\n Build a positive fir st impression on the phone\n Show a keen interest in building an image of a supportive and helpful customer service representative\n Learn how to show genuine interest and provide quality service on the phone\n Display a professional self-image when interacting over the phone\n Gain mastery over a professional and calm voice which helps in building credibility\n Assertively be able to say No when required over the phone\n Deal with qu estions and learn to respond to questions effectively over the phone\n Ma ster ways to deal with difficult and irate customers in a professional man ner\n\nTraining Methodology\nThe Telephone Customer Service Training will be conducted in a collaborative manner and will comprise of the following training methods:\n\n Role Plays\n Group Discussions\n Presentations\n Assignments\n Lectures &\; Seminar Method\n Activities\n Polls\n S urveys\n Whiteboard interaction\n Case Studies &\; Functional Exercis es\n\nThe program structure is a detailed and interactive session\, follow ing a two-way communication\, we work with the participants to ensure they are able to get a practical experience of how to interact with their cust omers.\nBenefits For Your Organization\nOrganizations who want to develop the skills of their employees in interacting with the customers and want t hem to be sensitive to the customer’s requirements. Also\, 0rganizations who want their customers to be treated well over the phone and aspire to showcase their employees as sound professionals should nominate their empl oyees for this program.\n\nCompanies who nominate their employees to parti cipate in this Telephone Customer Service Program can benefit in the follo wing ways:\n\n Have their employees build the right attitude when interac ting 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 representative w as a delight to speak to\n Have employees demonstrate a focused professio nal approach to interact with the customer over the telephone\n Responsiv e employees who interact with customer in an empathetic manner\n\nBenefits For You\nAn individual can benefit from this program in various ways only out of their willingness and participation.\n\nIndividuals who participat e in this Telephone Customer Service Training Program can gain from it in the following ways:\n\n Prepare before making that phone call to the cust omer\n Make a positive impression with the customer over the phone\n Be able to create an enriched customer relationship over the phone\n Underst and how to interact with the customer and make them feel important over a phone call\n Gain high level of listening skills\n Learn professional te lephone communication skills\n\nTarget Audience\nThis Telephone Customer S ervice 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 differe nt customer service departments\n Anyone who interacts with customers ove r a telephone\n Anyone who is keen on enhancing their communication and c ustomer service skills on the phone\n Anyone who wants to learn how do we attend to customers professionally on the phone\n\nThis telephone Custome r Service Training Program would be suitable for anyone who is interacting with the customer on the phone and wants to cause their business to be kn own for excellent service.\n\nThese challenging times call us to do busine ss on the phone and the next new normal for all organizations will be work from home and digital interaction with the customer. If your role is to i nteract with customers\, then this program is a must attend as it helps yo u build your image over the telephone.\nCourse Outline\nKnow your customer and create the foundation\n\n Know your customer\n Understand the requi rements of the customer over a phone call\n Focus on skills required to b e a good communicator\n Lay the foundation of telephone customer service\ n\n \nQualities required for a Good Telephone Interaction \n\n Know the qualities required for a good telephone interaction with the customer\n C heck and assess the presence of the qualities\n Learn Conversational lang uage required in the telephone call\n Learn how to begin the call\n\n \n Communication Skills\n\n Two Way Communication\n Barriers to Communicati on\n Types of Communication\n Dealing with the distractions when communi cating over a call\n\n \nListening Skills\n\n Listen to understand\n Kn ow the different levels of listening\n Empathy\n Learn to pause when req uired\n\nVoice Modulation\n\n Analyze the voice modulation requirement fo r the telephone call\n Understand the qualities of a good voice call\n W ork on the Vocals\n Develop positive energy in your voice and communicate with zest\n\n \nTrust\, Credibility\, Respect\n\n Demonstrate trust\, c redibility and respect with the way you speak\n Respond and not react\n Speak with facts and evidence\n Put the customer at ease and have him tru st you\n\nQuestioning\n\n Learn effective questioning techniques\n Under stand the difference between open and closed ended questions\n Learn to a sk open ended questions\n Learn to get further information by understandi ng their requirement\n Understand the difference between gaining informat ion and interrogation\n Ask questions with the right tone\n\n \nDeal wit h difficult customers \n\n Learn to deal with different kind of customers over the call\n Recognize the moods of the irate customer\n Identify wa ys to respond to the irate and angry customer\n Managing complaints and e scalations\n Escalating the call to the supervisor/management\n\n \nDeal with the smaller aspects with bigger results\n\n 4 Step Hold Procedure\n Useful Telephone Aids\n Managing dead air and requesting the customer t o wait\n Educating the customer on the possible solutions and give requir ed information\n Maintaining Transparency and Sign Posting\n Transfer Pr ocedure\n Conferencing a call\n Telephone Phonetics\n\nClosing the Call\ n\n Follow-through\n Sign the call\n Summary and Action Plan\n Arrange a Call back as per the requirement\n Gratitude\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:Paris Training Courses\, Maison Colbert Meliá Collection\, Paris\ , France\, France X-APPLE-STRUCTURED-LOCATION;VALUE=URI;X-ADDRESS=Maison Colbert Meliá Colle ction\, Paris\, France\, France;X-APPLE-RADIUS=100;X-TITLE=Paris Training Courses:geo:0,0 END:VEVENT BEGIN:VTIMEZONE TZID:Europe/Paris X-LIC-LOCATION:Europe/Paris BEGIN:DAYLIGHT DTSTART:20260329T030000 TZOFFSETFROM:+0100 TZOFFSETTO:+0200 TZNAME:CEST END:DAYLIGHT END:VTIMEZONE END:VCALENDAR