Excellent Frontline Customer Service
Course Overview
FOR: Customer service personnel, Receptionists and people whose job involves a high level of customer contact on the telephone.
COURSE OBJECTIVES:
To create understanding of how vital your role is in projecting a professional, business-friendly image of yourself and the organisation you work for. The course covers the key skills needed to deal with callers on the phone and visitors face-to-face, in a professional manner.
CONTENT:
- First Impressions - understand the impact of impressions and perceptions and why it is vital to project a professional, business-friendly image consistently.
- Frontline Responsibilities - greeting and screening visitors, the Reception environment, being pro-active and having a business-friendly mindset.
- Telephone Techniques - answering professionally, screening and directing calls, taking complete messages, transferring calls and being multi-culturally sensitive when dealing with callers for whom English is a second language.
- Attitude - using initiative, being willing to accept responsibility, having a can-do attitude when dealing with internal and external customers.
- Customer Focus - building rapport, establishing needs, effective listening skills, being pro-active, following up.
- Vocal Impact - positive wording, effective use of voice, what to say, how to say it - tone, pace, pitch, slash-the-slang, voice improvement exercises.
- Remain Professional Under Pressure - prioritising, controlling the call, handling complaints and dealing with difficult people.
- Personal Image - guidelines on business dress and grooming.
Fee: $525+GST per person
Course dates for Auckland during 2012: 28 February, 13 June, 07 November
(Download the course overview and booking form below)
Excellent Frontline Customer Service (216 KB)
This course is limited to 10 participants. Early registration is vital.