Understand the importance of their role

Answer business calls with confidence and professionalism

Provide customers with a high level of customer service

Understand customer needs and expectations

Diffuse difficult or irate callers

Use a can-do attitude to retain customers and work more effectively

Remain professional during emotional situations

We Will Cover:

Dimensions of quality customer service
Understanding communication styles 
Professional telephone etiquette
Holding and transferring calls 
Making effective use of voicemail 
Closing the call
The importance of the  first impression
Voice and tone
Service-orientated language 
Listening and questioning
Customer behaviours
Customer needs 
Creating “ Raving Fans” 
Customer complaints 
The difficult caller 
Avoiding the escalation cycle 
Turning angry callers into loyal customers 
Understanding the angry callers real message
Ending the call politely 
Managing emotions – yours and the callers 
Developing the can-do attitude of customer service superstars

Who Should Attend: 

Anyone working in a role that requires them to take telephone calls from customers or potential customers.

What Others Say:

Very different from the usual customer service courses that you attend. Covers different aspects of customer service.
Danielle Thorne - Greater Shepparton City Council

Inspiring.
Ross Lemmens - Mackay Consolidated

Exceedingly informative on how to go about exceeding our expectations.
Lesley Walker - Defence Force Credit Union

Very informative.
Guru Mahajan - Signature Security Group

I will be going back to the girls at work and recommend they all do the course.
Kirby Yeo - Greater Shepparton City Council

Investment:

Only $440 includes GST,  lunch, all course documentation and
refreshments if booked during early bird period. The normal rate is $440 plus $40 GST

Groups:

Do you have a group of people interested at your organisation? Contact us to find out more about our cost effective on site training options.

Booking:

There are a variety of booking options available

Phone us on: 1300 558 252

Email us: sue@synergyplustraining.com

Fax us: 1300 558 173
  Please include the name of your organisation, phone, email address and the name of the participant.
  We will email your invoice as a PDF document within 48 hours.

Or use the form below!

You can also pay online via our secure server (if places are still available you will find an online server link at the top of this page) 

Or download our registration form here

All cards are welcome.

We always cater for vegetarians or special dietary requirements. Also, all of the venues have wheelchair access

All of our programs and services are 100% quality guaranteed.