If you or your staff have to deal with customers both face to face or over the telephone then effective Customer Care training is essential in enabling you to develop a Customer Caring or ‘Customers First’ attitude to delivering service effectively and consistently. Total Success run a one-day Telephone Skills and Customer Care course for those wishing to learn telephone etiquette and handling customers on the telephone.

We cover:

• Projecting a professional image, building rapport, voice presentation skills.
• Customer service essentials
• Understanding the power of the phone and how to use it to influence
• Call planning and follow up
• Active listening techniques, hearing the whole picture.
• Questioning and summarising skills
• How to direct calls and not leave the customer hanging on
• Putting your customers at ease
• Time management on the telephone
• Handling complaints and angry customers
• Managing different customer behaviour
• Recovery strategies and how to turn a complaint into a happy customer
• The power of a good attitude