Course Overview: 

This course is designed to equip participants with the essential skills and protocols for managing customer calls effectively. Emphasizing excellent customer care, the course covers techniques to project professionalism, understand customer needs, handle complaints, and manage difficult interactions. Participants will engage in self-assessment activities to recognize personal communication styles and learn to adapt to various customer personalities, ensuring a satisfying customer experience.

Course Objectives:

By the end of this course, participants will be able to:

1. Define excellent customer care and its importance in a service-oriented environment.
2. Identify and understand the diverse needs of various customer types.
3. Apply effective communication techniques in both inbound and outbound calls.
4. Recognize personal and others’ communication styles to enhance interactions.
5. Utilize effective listening and questioning techniques to determine customer needs.
6. Manage complaints and conflicts constructively to achieve win-win resolutions.
7. Maintain professionalism and composure under pressure during challenging customer interactions.

Course Outline:

Module 1: Introduction to Customer Care

• Understanding excellent customer care and its significance
• Identifying who the customers are
• Exploring personal benefits of delivering great service
• Understanding ownership of calls and projecting a professional image

Module 2: Phone Answering Essentials

• Basics of answering inbound and outbound calls
• Techniques for effective communication in all situations
• Importance of verbal communication in customer service
• Recognizing the absence of non-verbal cues over the phone

Module 3: Understanding Customer Personalities

• Conducting a self-assessment of personal communication style
• Recognizing and adapting to various customer styles over the phone
• Techniques for communicating effectively with diverse personalities

Module 4: Identifying Customer Needs

• Effective listening techniques for customer satisfaction
• Questioning techniques and probing to extract relevant information
• Summarizing conversations for clarity and understanding

Module 5: Handling Complaints Effectively

• Understanding the value of complaints in improving service
• Taking ownership of complaints and problem resolution
• Collaborating with customers to resolve issues
• Simple methods for dealing with complaints efficiently

Module 6: Managing Difficult Customers

• Understanding conflict and its implications in customer service
• Strategies for staying calm under pressure and managing own emotions
• Techniques for addressing others’ emotions and maintaining professionalism
• Seeking win-win resolutions during challenging interactions

Module 7: Practical Application and Role-Playing Exercises

• Engaging in simulated call scenarios based on real-life situations
• Group discussions and sharing best practices among peers
• Feedback sessions to improve call handling skills

Module 8: Conclusion and Evaluation

• Recap of key concepts and learning outcomes
• Open floor for participant questions and final discussions
• Course evaluation for continuous improvement