Managing Difficult Calls and emails

Description

Managing Difficult Calls & Emails

“Build confidence with customers, minimise complaints & deliver a great experience by phone or email”

Overall Aim:

The aim of this online workshop is to help staff develop a greater understanding of the importance of communicating effectively with colleagues, customers and suppliers by the telephone, especially when people are irate. Participants will learn how to deal with complaints in a caring, assertive and professional manner without reacting inappropriately; resulting in satisfied and loyal customers and better working relations. This includes both internal and external customers.

Who Should Attend:

A practical and interactive online workshop, the course is designed for people who communicate directly with internal and external customers by telephone, and email – includes all levels of staff, showroom, frontline, retail, customer service, production, technical support, administration, reception etc

Objectives

After completing the workshop, each participant will be able to:

· Choose the most appropriate tool between telephone and email for customer communications

· Build confidence with customers, whilst portraying a helpful and friendly attitude

· See things through the eyes of the customer & prevent complacency

· Encourage customer feedback and make it easy for customers to complain

· Talk to customers in their own language - know what to say and how to say it

· Learn to really listen to customers, ask the right questions & show empathy

· Create relevant and well-structured emails applying the right language, style and approach

· Apply proper email etiquette and follow company email policies

· Be calm and assertive when dealing with different personalities and irate customers

· Avoid defensive behaviour and trigger words that irate customers even under pressure

· Resolve customer complaints and difficult situations in a confident and competent manner

· Keep promises, keep customers informed, meet expectations & respond quickly and effectively

Workshop Content:

· The importance of a positive attitude to build trust & create great impressions

· Think of a complaint as a gift – an opportunity to resolve complaints

· The traffic lights philosophy for measuring a customer’s reaction

· Distinguish between control and influence for a positive outcome

· Understand what customer’s really want - ask the right questions & listen intently

· Tone of voice – it’s not what we say, it’s how we say it

· Write clear and persuasive emails and apply the right style, tone and language

· Good protocol for responding to emails - manage flames, anger and quick responses

· Maintain confidentiality when forwarding or copying emails, or sending attachments

· Avoid trigger words & be assertive – the appropriate behaviour for interacting with customers

· Work under pressure to defuse difficult situations – deal with criticism, remain calm & show empathy

· Excel in service recovery management & always follow up - from complaint to satisfaction

Training method

Training is delivered online over two to four live classroom sessions (3 hours each) with discussions, exercises and break-out rooms using Zoom. Participants will be required to switch on their laptop video camera and microphone. All our online courses use a blend of online resources, virtual classroom and social learning. Up to 10 people can be included in online training courses.

This online training module can be part of a larger programme. It can be teamed with other topics (ie communication, customer service, sales or business writing) so training is extended over a longer period. For some of these longer programmes, there will be group discussions, exercises & feedback based on individual/group needs. Each participant receives a workshop manual.