Enabling your Telephony Team to enhance the customer experience. This course takes delegates through a journey of skills development to enable them to professionally and confidently manage relationships with customers, deliver the brand, drive loyalty and add value to the business down the line.
Develop skills to reinforce behaviour and motivation of peak performers and powerful people.
Develop an individual style that fosters synergy with customer service excellence
Learn to listen with an empathetic ear and encourage open, two-way communication
Manage your own skills and behaviour and know how they influence your environment.
YOU WILL LEARN
Develop communication skills for highly effective and productive conversations
Use voice and power language for maximum impact
Develop skills and building deep rapport with customers
Be able to turn negative situations in to positive outcomes
Develop high impact questioning and controlling techniques
Who should attend
¬†¬†¬† Contact Centre professionals from advisor to team leader level