Customer Service Via Phone and Email

	You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative. You will practice skills and apply principles for providing customer service remotely, via telephone and the web.
	Duration: 1.0 day(s) Price: £248.00 + VAT	Download Course Content   Download Course Files

Locations

Infero Ltd is based in the Lace Market in Nottingham. Training courses take place at the following locations including Nottingham, Derby, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham.

Target Students

New employees in a telephone or electronic-based customer service role in any industry, or current employees in this role in need of developing these skills.

Prerequisites

Written communication and typing skills; familiarity with telephone, email, and web-based communication tools.

Delivery Method

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

Course Objectives

Upon successful completion of this course, students will be able to:

• Manage the customer's initial contact.
• Address the customer's issues.
• Close communications with the customer once all issues have been resolved.

Course Content

Lesson 1: Managing the Customer's Initial Contact

Topic 1A: Accept a Customer Contact
Topic 1B: Address a Customer's Emotional State
Topic 1C: Address Your Own Emotional State

Lesson 2: Addressing Customer Issues

Topic 2A: Assess Customer Issues
Topic 2B: Develop Solutions
Topic 2C: Negotiate to Reach a Solution

Lesson 3: Closing Communications

Topic 3A: Upsell Additional Products
Topic 3B: Conclude Customer Contact
Topic 3C: Follow Up
Topic 3D: Release Stress