This online course has been designed for current trainers who wish to sharpen their Train the Trainer and Coaching Skills when training colleagues in the skills necessary for effective Customer Care and Telephone Skills. This course will teach new and innovative techniques in training design, construction and delivery.

 

The program content is based on time-tested training principles including modules on: learning theory, setting objectives, design, delivery, use of visual aids, audience facilitation and evaluation methods. We have placed a great emphasis on the use of positive reinforcement to develop the skills needed to design and deliver quality training programmes.

 

Table of Contents

Introduction and Objectives

Customer Service Essentials

What you will cover in this chapter is...

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Explain to delegates that they will be exploring Customer Service essentials. Refer to ‘Quality Customer Service’, MANUAL pg. 2.

Importance of the customer to the organisation

In this chapter you'll give delegates a full understanding of what customers look for when doing business with an organisation, and strategies for customer retention.

Professional Telephone Tips

In this chapter you'll give give delegates tips and techniques when handling telephone contacts, holds, transfers and call-backs.

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