Delivering Excellence in Customer Service via Email and on the Telephone

Overview

Course duration: 1 day.

This one day workshop focuses on the latest thinking on how to deliver a differentiated customer experience via email and on the telephone. Being aware of the do’s and don’ts makes a difference in developing long-term customer loyalty.

This workshop is designed for customer service providers who need to know the latest thinking on how to deliver a differentiated customer experience specifically via email and on the telephone. The workshop will provide you with a unique collection of prompt cards offering 'top tips' and will equip you with the skills to manage your customer service interaction in the most up-to-date and effective way.

Is it right for me?

Suitable for individuals who interact with both internal and external customers where the use of email and telephone communication is high.

What will I learn?

By the end of this course you will be able to:

• Understand the importance of projecting the 'brand image' of your organisation.
• Understand how to identify your customer's real need.
• Assess and change your behaviour when managing difficult situations.
• Understand your personal impact on customers - do's and don'ts.
• Plan and manage your response to your customers.
• Use top 10 best practice techniques for managing the interaction.

Pre-course Activity

To gain the maximum benefit from the workshop, you will be asked to print off and bring with you two specific types of emails, one which you think is very good and one which you know could have been better. These will be used on the day as part of the workshop activities to examine and develop best practice templates for future use.

What will it cover?

Professional Customer Service

• A service that reflects the values of your organisation
• Matching your service to your brand image    
• Right first time – attitude, thinking and behaviour

Sounding out Customers' Real Needs

• Acknowledging the customer and the issues
• What do they want from us?
• Responding positively every time

Understanding Personal Impact - Do's and Don'ts

• Words and phrases
• Tone of voice
• Pace and rate of engagement
• First time understanding

Developing a Customer Focused Relationship   

• Managing the relationship by voice and words only    
• Planning to solve customers’ problems    
• Using the ‘TRUTH’ model

Email and Telephone Best Practice Techniques

• Open, read, reply and sign off
• Top 10 mistakes
• Top 10 tips
• Managing difficult callers and their expectations - do's and    don'ts

Personal Application Place

• Stop doing
• Keep doing
• Start doing from tomorrow