Customer Service Excellence
The Telephone Service Excellence programme is a 4 hour live online programme. The timing can be co-ordinated to suit your workplace schedule. This programme aims to help participants deal with calls efficiently while at the same time create an experience of Excellent Service for the Customer. Proven techniques that form the foundation of telephone etiquette will be demonstrated and shared. The participants will gain a better understanding of why conflict occurs, what are the common triggers that create conflict and how to effectively de-escalate a challenging situation. Emotional tendencies, psychological reactions, language, listening skills and empathy will be explored and discussed in detail with a view to sharing best practices and skills to bring back to the workplace.
The Customer Charter and Values of your organisation can be incorporated into the programme.
A copy of slides and interactive worksheets will be provided to each participant to work with during each session and will form a reference guide to sustain the learning. Maximum Participants 8 per session.
Module One: Service Excellence – An Understanding
- Bringing it home – A Story of Excellence to touch your heart
- Values & Ethics
- The AAA Code and Expectations
- First Impressions and The Mehrabian Myth
- What Customers Want
Module Two: Communication Intelligence
- Empathic Listening
- Effective Questioning
- The Power of Perceptions
- Difficult Conversations
Module Three: Productive Conflict
- Managing Offensive Behaviour
- Managing Aggression
- Communication Styles & Personalities
- Building Resilience & Wellbeing
- Q & A
- The Plan Going Forward
Let’s work together
There is no time like the present to get started to work on your short and long-term business goals. Working with an experienced business coach is the first step towards meeting your outcomes.