Telephone Customer Service & Conversation Mapping

Course overview

The amount of digital and telephone engagement has greatly expanded in the modern day as more individuals work from home. We should now work on honing our telephone customer care abilities. It is crucial that every customer who calls your business feels special and is given particular care so that they can interact with a company that is professional and values their clients.

The most popular method of establishing client contact is over the phone. Calls and inquiries are pouring into the call centers. Knowing how to make and take calls, as well as what to say first and how to do so in a way that leaves a good impression, is crucial.

This class looks at how to handle the challenging discussions and leave the consumer with a smile. There are numerous occasions when the customer deals with their own moods and upsets and reflects it on the customer service executive who has made the call.

Even though the relationship is virtual, this Training Bee training course will motivate you to go above and beyond to serve your customer. You would learn how to conduct a proper phone call, comprehend the need, make the most of your voice range, and communicate with a cheerful demeanor.

Introduction

Welcome to the Telephone Customer Service Training, a comprehensive and life-changing course that will give you the skills and information you need to excel at giving great customer service over the phone. Telephone customer service is essential for influencing consumer views, fostering brand loyalty, and ensuring corporate success in today’s fast-paced, globally linked world.

We will explore problem-solving strategies, active listening skills, and the art of successful communication in this program, giving you the tools you need to become a competent and self-assured telephone customer care representative. This program is created to address your specific goals and enable you to flourish in a customer-centric environment, regardless of whether you are new to the role or looking to improve your current abilities.

We are The Training Bee, a global training and education firm providing services in many countries. We are specialized in capacity building and talent development solutions for individuals and organizations, with our highly customized programs and training sessions.

Learning Objectives

Upon completing Telephone Customer Service Training, participants will be able to:

• Phone conversations with customers should be conducted with more assurance.
• Make a good impression when you answer the phone.
• Show a strong desire to cultivate the reputation of a kind and accommodating customer service person.
• Learn how to seem sincere and deliver excellent service when speaking on the phone.
• When speaking over the phone, provide a professional image of yourself.
• Develop a credible, business-like voice by being adept at using it.

Our Unique Training Methodology

This interactive course comprises the following training methods:

• Journaling – This consists of setting a timer and letting your thoughts flow, unedited and unscripted recording events, ideas, and thoughts over a while, related to the topic.
• Social learning – Information and expertise exchanged amongst peers via computer-based technologies and interactive conversations including Blogging, instant messaging, and forums for debate in groups.
• Project-based learning
• Mind mapping and brainstorming – A session will be carried out between participants to uncover unique ideas, thoughts, and opinions having a quality discussion.
• Interactive sessions – The course will use informative lectures to introduce key concepts and theories related to the topic.
• Presentations – Participants will be presented with multimedia tools such as videos and graphics to enhance learning. These will be delivered engagingly and interactively.

Training Medium

This Telephone Customer Service Training is designed in a way that it can be delivered face-to-face and virtually.

Course Duration

This training is versatile in its delivery. The training can be delivered as a full-fledged 40-hour training program or a 15- hours crash course covering 5 hours of content each day over 3 days

Pre-course Assessment

Before you enroll in this course all we wanted to know is your exact mindset and your way of thinking.
For that, we have designed this questionnaire attached below.

• What role does phone customer service plays in the current corporate climate? How does it affect consumer pleasure and the standing of the brand?
• Determine the essential traits and competencies needed for efficient telephone customer support agents. What qualities are essential for fostering successful phone-based client interactions?
• Talk about the difficulties and typical problems encountered in phone customer service. How can these issues be resolved to guarantee excellent client experiences?
• Describe the importance of active listening in phone discussions with customer service. How does active listening help businesses address the questions and concerns of customers?
• Consider your prior telephone customer care encounters. What were some good examples and what could have been done better?

Course Modules

This Telephone Customer Service Training covers the following topics for understanding the essentials of the Agile Workplace:

Module 1 – Recognize your target audience and lay the groundwork

• Understand your client
• During a phone call, ascertain the customer’s needs.
• Concentrate on the abilities needed to be an effective communicator
• Establishing the framework for telephone customer service

Module 2 – Qualities for a Successful Telephone Conversation

• Understand what makes for a successful telephone conversation with a customer
• Verify and evaluate whether the traits are present.
• Learn the conversational skills necessary for phone calls.
• Find out how to start the call.

Module 3 – Skills in Communication

• A two-way conversation.
• Communication Roadblocks.
• Communication Styles.
• Overcoming the obstacles that arise when speaking on the phone.

Module 4 – Learning to Listen

• Listen to comprehend
• Understand the various degrees of listening and empathy
• Recognize when to pause.

Module 5 – voice modifying

• Examine the phone call’s voice modulation requirements.
• Recognize the characteristics of a quality voice call
• Improve the vocals
• Improve your voice’s enthusiasm and communication by speaking with it.

Module 6 – Respect, Reputation, and Trust

• Respond rather than merely reacting, and convey trust, credibility, and respect.
• Use facts and proof while speaking
• Make the client feel comfortable and earn his trust.

Module 7 – Questioning

• Study good interrogation methods
• Recognize the distinction between open-ended and closed-ended inquiries.
• Learn to ask more in-depth inquiries.
• Discover how to obtain more information by comprehending their needs.

Module 8 – Deal with challenging clients

• Learn how to interact with various types of callers.
• Recognize the customer’s emotional state.
• Determine how to deal with the irritated and angry consumer.
• Handling escalations and complaints

Post-course Assessment

Participants need to complete an assessment post-course completion so our mentors will get to know their understanding of the course. A mentor will also have interrogative conversations with participants and provide valuable feedback.

• How has your knowledge of telephone customer service changed throughout the course of the training? Choose the essential ideas that have influenced your learning the most.
• In order to improve overall customer satisfaction and brand reputation, talk about the value of telephone customer support. What impact may excellent phone conversations have on client loyalty?
• Identify the essential traits and abilities of successful telephone customer service agents. How do these qualities improve the experiences of customers?
• Consider the difficulties that were raised in the course. How have you improved your ability to handle these difficulties in order to offer better phone customer service?
• Analyze the impact of active listening during customer service encounters over the phone. How has listening carefully improved the way you respond to questions and concerns from clients?

Lessons Learned

First impressions are important: A phone call’s first seconds are vital. The tone of the entire client engagement is set by making a good first impression with a friendly greeting and a professional approach.

Active listening helps telephone customer care employees fully comprehend the needs and concerns of their callers, which results in more effective solutions. This produces more individualized and efficient solutions.

Empathy Increases Trust: By showing customers that you understand and care about them, you may increase their trust and loyalty. Empathetic answers can transform difficult circumstances into chances for resolution.

Communication That Works: In telephone customer service, communication must be clear and succinct. Customers will receive correct information and will feel valued if the appropriate language and tone are used.

“Dialing into Excellence: Forging Long-Term Relationships with Customers”