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Workshop title: Telephone Customer Care

Aim: To help staff to understand fully what is meant by Customer Care. It aims to show how their role and responsibility is vital in this. The benefit of the workshop is that it will help an organisation and its staff to secure its existing and future business

Designed for: All staff and managers whose job involves telephone calls with internal or external customers

Objectives: By the end of the workshop, participants will:

•  know how to approach all callers as potential customers
•  have a greater appreciation of how customers want to be treated
•   know how to ask the right questions to find out customer needs
•   be able to handle angry and difficult callers competently
•   know how to make calls both friendly and business-like in a professional way
  

Method: This workshop will be highly participative and fun, using discussion, exercises, role plays and case studies, based on the organisation to make the topics and the learning relevant and applicable to their jobs. Each participant receives a work book & set of notes to help put the ideas into practice

Length: Two days

Preparation: Each person is asked to answer a few questions about the workshop topic; this helps them to focus in advance on some important aspects and gives a good start to the workshop

Follow-up: To apply the learning of the workshop to their own behaviour and attitude, participants write their own action plans. This must then be supported by their immediate supervisors or managers

Facilitator: Shân Dobinson is a management consultant with a wide range of companies, charities and Christian organisations

Workshop Content: Telephone Customer Care

Introduction to customer care

•  To establish the importance and need for customer care
•  To recognise the individual skills, knowledge and attitude to achieve this
•   Working together as a team in order to exceed customer expectations

Communications

•  The principles of good communication
•  The skill of active listening
•  Different perception and interpretation and how to avoid their pitfalls

Telephone skills

• To provide guidelines for a structured telephone call
• The skills of questions, positive statements, note taking and problem solving
• The role of the voice in creating a good impression on the telephone

Difficult calls

•  Handling complaints and difficult calls positively, sensitively and confidently
•  Different responses and solutions prepared by the participants and included in the workbooks

Promoting the company/organisation

•  How to use questions to identify customer needs, concerns and problems
•   Presenting products / services in appropriate benefits to each customer