Customer Service Via Phone and Email

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

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.

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

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.

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

Infero Training 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.