Lynch Training & Development Ltd
Phone: 01 2966288/ Mobile: 086 8258000
Training Courses
This Call Centre Training will provide attendees with the essential skills for dealing with customers. You will gain a greater understanding of customer needs and expectations, the confidence to deal with any given situation in a professional and personal way and a practical knowledge of how to provide answers, relate, control and close every customer transaction.
  Course Outline:
• Communicating by Phone – Do’s and Don’t’s!
• First Impressions Count
• Telephone Techniques
• Listening Skills
• Buying Motives
• Finding Needs
• Handling Objections
• Handling Complaints
• Recommendation and Closing the Call
This current, insightful and highly practical course aims to equip staff with the correct skills to offer excellence in customer service. It focuses on the what, why and how of delivering high quality customer care, where staff consider their customers and see the impact of poor communications on customer relationships. It focuses on the key attitudes, behavioural responses and critical skills that underpin a standard of excellence. For maximum impact, it is customized to deal with a comprehensive range of realistic scenarios highlighting key learning points for improved communications pertinent to your company.
  Course Outline:
• Understanding Your Function as a Customer Service Provider
• Understand Your Customers Expectations
• How Attitude, Behaviour and Skills Determine Customer Service   Excellence
• The Difference between Poor, Acceptable and Excellent Customer   Service
• The Process of Communication
• Listen, Question and Clarify Effectively
• Managing Expectations
• The Importance of Assertive Communication
• Effective Use of Non-Confrontational Language
• How to Deal with Difficult Situations/Complaints Effectively
• Build Rapport, Trust and Empathy