This is our speciality. This training is highly participative and gives telephone users and face to face service providers the skills to control customer interactions positively and enhance the customer experience.
Take the telephone for example. With more and more companies offering their services via the telephone, customers are finding themselves experiencing poor customer service more frequently. Handling customer emotions with just words and voice is a skill, in fact customers are 20% more tense on the telephone than in face to face interactions.
It is not simply the ability to answer a telephone. With face to face customer contact the customer can tell you are listening by your eye contact, facial expressions and nods etc. Over the telephone the customer doesn’t know you’re listening unless you tell them. How do you replace sight with words and voice?
This training gives delegates the skills to provide excellent service to all customers, whether face to face or over the telephone.