customer
service programs
interpersonal communication
course outline
this course is in 2 parts,
namely Interpersonal Communication Skills & Telephone Skills.
We are also able to weave in teambuilding elements should there
be a requirement to do so.
A) Interpersonal Communication
This module is designed to
empower professionals with communication strategies and interpersonal
skills needed to get a point across tactfully and diplomatically.
Participants will discover expert techniques for
exerting influence on the actions and attitudes of others, "how-to's"
for communicating effectively and tactfully in a variety of tough
situations, and strategies for putting an end to energy-draining
feuds and infighting in your department.
And because we all make verbal blunders from time
to time, you'll learn damage control techniques to help you get
your foot out of your mouth gracefully - and save the day!
This workshop is guaranteed to help you communicate more powerfully,
more diplomatically and more effectively - every time.
B) Telephone Skills
86% of the message your customers
receive on the telephone is through the tone of voice of your service
provider. 14% of that message is through the words they use. Service
Essentials™ for Telephone develops acute tone of voice skills
for your service providers. In addition, they will master techniques
in managing the call, asking callers to hold, transferring calls,
and taking messages. Anyone in your organization answering the phone
will benefit from this program.
Make a winning first impression and maintain positive relationships!
Your staff will acquire the fundamental skills of providing service
on the telephone. Service Essentials™ for Telephone is a half-day
program including the following topics.
Workshop Agenda
Part 1:
• How to Communicate with Influence
• Creating the Image of a Powerful Communicator
• Listening Skills that Can Double Your Communication Effectiveness
• Communicating with Tact in Difficult Situations-and with
Difficult People
• How to Build Rapport, Strengthen Work Relationships and
Achieve Respect
• Presentation Skills that Enhance Your Credibility
• Communicating to Persuade and Influence
Part 2:
• Use voice inflection to control the call.
• Handle irate or difficult callers.
• Use "positive" word choices.
• Use mirrored language techniques for greatest rapport.
• Make each caller feel good about your company.
• Handle multiple lines.
• Actually use body language while on the phone.
• Stay less stressed while on the phone.
• Listen "between the lines."
METHODOLOGY
Lectures, discussions and presentations.
who should attend
managers, supervisors, customer service staff and all staff that
have contact with customers
duration:
14 hours
*program timing can be
tailored to meet your requirements
featured articles:
the
hawthorne experiments and employee motivation
what
has teamwork got to do with customer service?
understanding
DISC - how does it help me?
team brainstorming
method
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