Delivering Excellence via Email and on the Telephone training

Course Overview

This one day workshop focuses on how to deliver an excellent customer experience via email and on the telephone. You will learn the do's and dont's that increases customer loyalty.
Delegates will become experts in delivering excellent customer service levels on the phone and ensure their email skills are highly professional.

Course Locations

Delivering Excellence via Email and on the Telephone London
Delivering Excellence via Email and on the Telephone Manchester
Delivering Excellence via Email and on the Telephone Nottingham
Delivering Excellence via Email and on the Telephone Birmingham
Delivering Excellence via Email and on the Telephone Bristol
Delivering Excellence via Email and on the Telephone Edinburgh
Delivering Excellence via Email and on the Telephone Leeds

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Here is a selection of courses that we think you might also be interested in.

Call Centre - Achieving Best Practice
Advanced Selling Skills (2 day course)
Advanced Telephone Prospecting
Delivering Excellence Via Email - Half Day (am)

Timetable

09:30 – 10:00 Welcome and coffee. Introduction to the course and its objectives.
10:00 – 10:30 Email and Telephone. The big difference.
(This part of the course clearly identifies the skill sets we need for these two unique forms of communication)
10:30 – 11:00 Don't put me on hold!!
(We will be doing exercises to establish what annoys us and delights us personally with regard to telephone and email and how we can apply this to our own business)
11:00 – 11.30 Moments of truth. Best practice on the telephone and email.
11:30 – 12:00 Current and effective communication skills. The power of tone awareness. How can we be outstanding on the telephone?
12:00 – 12:30 The 6 key components of active listening.
(A great fun exercise to establish our own skills in active empathic listening techniques)
12:30 – 13:00 Questioning techniques. How different questions can open up conversation.
13:00 – 14:00 Lunch
14:00 – 14:30 Managing difficult calls and responding to challenging emails. How to deal with conflict on the telephone. Exploration of the ULAR formula and the advantages of using it.
14:30 – 15:15 Scenarios. Confidence building for every eventuality (Mystery shopping exercise where we create our own criteria for evaluating excellent customer service on the telephone)
15:15 – 16:00 Creation of our 10 top tips for our business for both telephone and email.
16.00 – 16:45 Summary and Action Plan agreed.
What are we going to stop doing, keep doing and start doing from tomorrow?

Testimonials

The course was very informative and kept our attention throughout. Some valuable techniques taught.

Olivia Nield, Character Options Ltd

Brilliant trainer!

Diana Araujo, Global Guardians

Very useful course.

Elisa Bellavita Urbanowski, Global Guardians

Really enjoyed the experience.

Jacqueline O'Donnell, Lift Maintenance Ltd

Really lovely trainer. Made me feel at ease. I originally felt negative towards the training but have walked away feeling positive and that I have learnt new skills.

Natalie Hayter, BV Dairy

Really enjoyed the course.

Jamie Shaw, RES

Great energy and enthusiasm by the trainer. The course was really practical with loads of good examples used.

Craig Murphy, RES

Benefits

Gives you all the tools you need to be outstanding on the telephone and via email
Develops your understanding of active empathic listening skills and how vital they are to delighting your customers
Incorporates a 10 top tips action plan that you can apply immediately to your business.