Telephone Etiquette and How to Win Back the Angry Customer

BRIEF COURSE INFORMATION

Telephone Etiquette and How to Win Back the Angry Customer
Location: Dubai, UAE
AED 6,000
Category: Customer Service & Call Center

COURSE DESCRIPTION

OBJECTIVES

  • What is Excellence and how do we apply in our day to day life?
  • Climbing ‘The Ladder of Customer Excellence’
  •  Customer Focus not just Customer Service
  • Five Dimensions ofCustomer Service over the phone
  •  DO’S & DON’TS of Dealing with Customers over the Telephone
  • COURTESY BASICS? AndHOW TO SAY IT – Words, Phrases and Scripts
  • How to diffuse angry callers professionally?
  • How to handle irate & shouting callers more confidently?
  • How to turn a high emotionally charged call into a more calm logicalconversation?

COURSE CONTENT

3 MODULES

EXCELLENCE INCUSTOMER SERVICE

TELEPHONE ETIQUETTE

HANDLING DIFFICULT AND ANGRY CUSTOMERS

BENEFITS OF ATTENDING

How an Agent will handle himself or herself more confidently and learn how to handle irate and angry customers

REQUIREMENTS

Call Center Staff, Receptionist or Telephone Operators

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