Brampton Campus
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Customer Service and Telephone Communication Skills
Overview and objectives
Gain a powerful new insight into client behavior and acquire effective tools and techniques to create lasting relationships through a strong focus on customer satisfaction.
Technical expertise is necessary but not sufficient for delivering exceptional customer service. The Customer Service & Telephone Communication Skills course will teach students the fundamentals of customer service, and help them to develop core competencies for providing excellent customer service.
Students will learn to:
- Gain valuable insights into client concerns
- Learn to handle difficult objections
- Manage customer complaints more effectively
- Handle complaints to create lasting relationships with clients
- Respond appropriately to the emotions of clients and recommend value-building solutions
- View issues from clients’ perspectives and gain valuable insight into their concerns with an emphasis on service and quality
- Set high performance standards
- Learn to become team players and understand the importance of a company-wide customer focused strategy
This course teaches students that communication is a skill that can be easily learned, provided they do the necessary work. If they regularly practice using the skills learned in this course, students will become more effective communicators and reap the rewards that come with it.
- On-site training tailored to meet client needs, delivered in the form of One or Two Day Workshop; or
- Self paced training for the individual with one-on-one attention
Course prerequisites
None.
