Customer Service and Dealing with Aggression on the Phone

     

Private courses can be held at your site or one of our training venues, and can be customised to fit your requirements.

You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.

We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.

Please contact us to discuss this further on 0191 377 8377.

Introduction

The need for customer care over the phone
What is excellent customer care?
Who are our customers?
What's in it for you?

Projecting a Professional and Competent Image

Communicating effectively in all situations
Verbal communication
What - no non-verbal communication?

Understanding Different Personalities

What is your personal style? - a self assessment
Recognising other's styles over the phone
Communicating with other styles

Understanding Customer Needs

Effective listening
Questioning techniques and probing
Summarising the conversation

Handling Complaints

We need complaints
Ownership of complaints and problems
Working with your customers, not against them
Simple methods of dealing with complaints

Customers Expectations

Their needs, personalities and predispositions
Their personal situations
The circumstances

Causes of aggression

What makes people difficult?
What makes people aggressive?

How to deal with your own anger and emotions

Our emotion triggers
Blowing off steam without venting it on people
Understanding what's really bugging you
Experiencing your feelings without acting them out
Expressing yourself without accusation, sarcasm or hostility

Listening to your customers

Paradigm shifts
The principles of listening
Barriers to listening

Echoing the issue

Echoing the issue, not the emotion
Controlling the tone of your voice
Don't become defensive

Sympathising and thanking your customer

Evaluating your options

The win/win approach
Probign for options
Maintaining control
It's not what you say
Don't make them feel stupid
Keeping the end in sight

Responding to the situation

Responding instantly
Owning up when appropriate
Following up

The really unreasonable customer

Recognising the type and how to deal with them:
The time vampires, the sexual harasser, the bully, the foul mouth, etc

Training Options

What's Included