Customer Service Skills 2018 - Telephone Skills for Superior Customer Service- Help Desk

OVERVIEW
Good phone etiquette extends well beyond saying ”please” and ”thank you.”
From the outset of any phone call, actively listening, being friendly and maintaining control of the conversation are paramount to the satisfaction of the customer on the other end of the line.
The webinar will provide practical call handling tips for attendees as well as essential skills to confidently answer calls, how to constructively respond to customer telephone inquiries and handle unreasonable customer complaints.
WHY SHOULD YOU ATTEND
97 percent say customer service is “important” or “very important” to their loyalty to a brand. Improving your company’s approach to customer interactions can have a noticeable impact on customer retention, renewal and satisfaction.
AREAS COVERED
The importance and benefits of professional telephone skills
Telephone communication challenges
Non verbal communication
Build rapport and gather essential information
Guidelines for answering the telephone and putting customers on hold
Communication skills to handle inquiries
Effective listening and questioning techniques
Using positive language and taking ownership of call
Closing the call
Communicating with customers with different communication styles
Handling customer concerns and objections
Handling customer complaints-Handling emotional responses
LEARNING OBJECTIVES
Attendees will gain practical tips for answering and making telephone calls in a professional manner
Accurately respond to the customer’s call
Built rapport and satisfy customers’ needs quickly and efficiently
Constructively responding to a customer’s concern or complaint
WHO WILL BENEFIT
HR professional
customer service professionals
Sales & marketing
Tele caller
Call center Executive
Call center Agents
BPO, KPO Executive
Customers support
Key account professionals
Help Desk
Training managers
Client Relationship
Business
Hospitality Service
Workplace Communication
SPEAKER
Audrey Halpern is a highly engaging employee soft skills trainer who helps individuals and teams become more self aware. She walks the people she trains through impactful activities so they can gain the confidence and skills they need to communicate and collaborate effectively and maximize outcomes. She is an experienced Facilitator, instructional designer, and learning and development/HR professional with a passion for making a difference.
Audrey Halpern has had an exemplary 20+yr training facilitation/learning and development career, developing customsoft skills employee programs and on-boarding. Her background in human resources, instructional design and salesmakes for effective workshop design.
For more details click on this link :
http://bit.ly/2D2OuAc
Email: support-AT-trainingdoyens.com
Toll Free:+1-888-300-8494
Tel: +1-720-996-1616
Fax: +1-888-909-1882