Training

Customer Contact Training

This Customer Contact Training is designed for those who have contact with the public in either a sales or customer service role. Great for call centres as we discuss how to effectively close conversations and create lasting impressions via the phone. Also techniques on using body language and also some of the Sales Psychology that is needed to successfully sell yourself and your products or services.

We conduct workshops and group training for companies in Gold Coast, Sydney, Brisbane, Melbourne, Darwin, Perth, Parramatta, Canberra, Adelaide

Objectives for the Customer Contact Training

This session will help you teach participants:

Identify Customer Expectations

Identifying customer expectations is the first way to work out how to please them. In this session we show participants clever and effective ways to uncover the customers expectations. This helps the caller or customer contact person become better aware of how to assist.

Build rapport and relationships easier

One of the key ingredients to customer satisfaction is the relationship they have with you and your organisation. By building relationships more effectively, customer service agents are able to connect to customers which allows them more room to move in servicing their requirements. Our trainers here assist participants with understanding how rapport is built.

Communicating your message via the phone effectively

Workplaces today use the telephone throughout the day. If you think about how long you use the phone each day, you may see the purpose of this objective. We provide tips to participants to make their telephone use more enjoyable and more effective also.

Dealing with Complaints

Complaint handling can be something we deal with on a monthly, weekly or even daily basis. There are 5 simple steps in dealing with complaints. This section empowers the participants for even the worst of complaints.

Body Language

If you have face to face interactions with your customer this section is recommended. Learning more about how your customer is sending you communication is important. Body Language being vital for face to face meetings.

Questioning techniques

Questioning techniques are a popular skill with negotiators, police and sales people. Becoming better at using questions will have you assisting your customer quicker and making your life easier with clearer communication.

Creating the impression for your company

To finalize this training session we show participants how to create an impact and great impression for their business. All these points can be customized to suit also.

Additional training modules for groups or teams

Understanding the ability of the telephone and how to utilize it to influence
Finding new customers costs five to seven times more
Apply techniques for dealing with upset or angry customers by successfully answering case studies.
Recognize how customer service affects
Identify obstacles to provide high-quality customer service.
Recovery strategies and the best way to turn a complaint into a happy customer
What is customer service?
Describe the significance of a favorable approach in delivering good customer service.
Coping with challenging customers and gripes
Customer support skills training
Questioning and Summarizing Skills
Handling customer complaints training
Placing customers at ease
External and internal service
Show the right method to greet, transfer, and place callers on hold.
What makes customers stay, and the reasons they leave
The lifetime value of existing customers
The best way to do ‘service recovery’ and turn an irate customer into a favorable supporter
Turn met customers into repeat customers training
Customer care essentials
Provide outstanding customer service over the telephone
Telephone preparation and follow up
Projecting a professional image, voice demo skills, building connection.
Customer care telephone training – Telephone skills
The best way to exceed customer expectations
The best way to resurrect lost customers
Connect with customers through internet tools
Efficiently handle job stress.
Importance of creating long-term relationships
Identifying customer needs training
Identify your customers’ needs
Develop customer service abilities to enhance.
Efficiently deal with accents and dialects on the telephone.
How to implement the international customer service standards of best practice
Managing grievances and angry customers
Managing customer behavior that is distinct
The value of a vision statement
Understand and identify different behavioural styles and adapt as required.
How to direct calls and not leave the client hanging on
Active listening techniques, hearing the whole graphic.
The best way to make your customers love you and tell everyone they know
Time Management on the telephone
Deal with challenging customers
List the benefits of providing outstanding customer care to both internal and external customers.
Listening to customers training
The ability of an excellent approach
Use outstanding customer service to generate more business
Responsiveness – how can we improve
Build good will through in person customer service
Rephrase candid communication for better results

Customer Contact Training Summary

Teams that interact with the public on a daily basis can experience a range of different issues as every customer is different. Learning the foundations and core skills to become more effective in communication, interaction and relationship building can help customer service assistants or service providers with improved performance. When difficulties arise, the customer service person can quickly use the skills without double thinking or questioning their behavior. By increasing these core skill sets, each individual is then able to work on larger issues and dealing with difficult situations or people in the best manner available.

In this customer contact session we look at your business from the customers point of view and also how to uncover, create and meet the expectation they may have. This course is great for those in the direct line of customer contact.

If you use the phone to speak to customers, have face to face interactions, or provide customer service in your business, then this session is ideally for you. We can assist teams to become better as a group and work together to improve the overall view of customer service in your organisation.

We have a range of customer service or communication training sessions available. We can even create your own to cover more specific issues. Learn how we can assist or for more information on this training session call 1300 810 725.