This session is designed to train students to become Service Professionals who engage customers in live chat, email, telephone, face to face interactions. The activities are easy to participate in and quick at generating meaningful discussions and skill improvement among participants. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of telephone service.
Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. A positive customer experience is central to any organization’s success, as it is often the only thing that distinguishes one business from another. Good Service is really good selling! Both pursuits require sound and strategic planning and preparation. They both require us to sharpen our personal communication skills and product knowledge.
This training session seeks to enhance behavioural skills that are imperative for Telephone Service professionals to perform their function confidently. Key elements of Communication including Basic Customer Courtesy, Telephone Skills, Email writing skills, Professional Listening, Articulate Speaking, Dealing with angry and irate customers are included.