This Course on Customer Service over the Telephone and Handling Conflict Situations will equip you with a wide range of interpersonal and customer service skills that are valuable in a variety of roles and sectors. These skills are not only essential for solving problems y to satisfy not only meet the customer’s needs, but also help to maintain and enhance the company’s reputation.
Cross-cutting
Communication
30 hours
Customer Service by Telephone and Handling Conflict Situations
Communication
30 hours
Introduction
Objectives
Use telephone communication techniques, both as a speaker and a listener, and deal with customers’ needs quickly and effectively.
Table of Contents
TEACHING UNIT 1. COMMUNICATION
- Communication
- The communication process
- Telephone communication
- General rules for using the telephone
- The voice
TEACHING UNIT 2. EFFECTIVE TELEPHONE COMMUNICATION
- Stages of calls
- Active listening
- Communication barriers
TEACHING UNIT 3. SERVICE QUALITY
- High-quality service for the public
- The citizen as a person
TEACHING UNIT 4. DEALING WITH CONFLICTUAL SITUATIONS
- Complaints
- Background to the claim
- Response to prior complaints
TEACHING UNIT 5. PRACTICAL CONTENT
- Illustrate how to handle a real-life situation with a client
- To outline the characteristics and types of customers
- To set out the key elements of communication for building internal and external relationships within the organisation
- Develop active listening by providing written feedback
- Describe the types of barriers that exist in communication
- Describe the image we can present to a client
- Identify the type of customer from a series of examples
- To recognise the use of assertiveness and empathy in cases
- Dealing with a conflict situation with a customer
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