Who should attend?
- Receptionists
- Frontline staff
Training Outline
Telephone Etiquette
- Telephone Etiquette
- Powerful Telephone Tips
- Answering Calls
- Making Calls
- DO’s Of Good Telephone Etiquette
- DONT’s Of Good Telephone Etiquette
- Zero Tolerance Examples
Building Relationships with Customers and Colleagues
- The Top 25 Positive Words and Phrases
- What does it mean to be professional?
- How to Deal With Difficult Situations in a Confident, Assertive Manner
- How to Deal With Anger
- How to Calm Down Angry People
- Effective Communication Techniques
- Active Listening Skills
- The importance of body language
- E-mail Etiquette
The Importance of Customer Service to Sustained Business Success
- What Is Excellent Customer Service
- Customer Service Principles to Deliver Excellent Customer Service
- Most Important Elements of Service Delivery According to Customers
- Common Principles in Delivering Exceptional Customer Service
- Do’s of Customer Service
- Nothing Is Sweeter Than Your Own Name
- Customer Service Staff Key Competencies
Practical Role-Play Exercises
Self-Assessment Exercises