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Managing Difficult Calls and emails
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.
Effective Telephone Sales Techniques
Effective Telephone Sales Techniques Increase sales & build customer relationships over the telephone Overall Aim: The aim of this online workshop is to help sales staff achieve a greater understanding of what motivates people to buy and become more effective in their ability to influence and communicate with customers using the telephone in order to grow sales. The participants will gain a greater awareness of customer?s expectations, learning to develop the necessary skills and techniques in using the telephone to confidently increase sales whilst building valuable customer relations. Who Should Attend: A practical and interactive online workshop, the course is designed for all sales staff who handle all kinds of sales calls, from handling incoming sales calls, customer enquiries as well as making outgoing calls to new, existing or dormant customers - includes all levels of sales staff Objectives After completing the workshop, each participant will be able to: · Get the best from every call ? work the numbers, develop relationships and generate leads · Improve efficiency on the telephone through better preparation and planning · Overcome reluctance, build confidence, assertively know how and when to lead a call · Create an impact with a powerful voice ? its not what you say, its how you say it · Have the right attitude, create an impression & learn to really listen to customers · Ask the right questions to qualify sales and get customer feedback · Pre-empt customers? expectations, build a case, handle objections and qualify the price · Learn to recognise buying signals and know when to ask for the order / next step · Follow up and keep in touch with customers to build opportunities & sales for the future Workshop Content: · Overcome reluctance & build confidence through preparation and planning · The power of your voice to communicate effectively & influence customers · Have a positive attitude to create a great impression and build rapport · Guide the customer through the 4 steps of the sales call to generate sales · Deliver the perfect sales pitch to grab the customers attention and build interest · Ask skillful questions & listen intently to identify what the customer really needs · Talk the customer?s language, present relevant benefits and make a connection · Handle objections, qualify the price and deal with rejection · Avoid overselling, recognise verbal buying signals and ask for the order / appointment · Work the numbers, remember to follow up and analysis your calls for continuous improvement Training method Training is delivered online over two 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.
Emotional Intelligence in Operation - What is it and how it can Help?
Emotional Intelligence in Operation - What is it and how it can Help? Duration: 1.5hour Overview Emotional Intelligence is a key component of healthy working relationships, and this 90- minute webinar will give participants an increased self-awareness of their emotional intelligence and the knowledge and skill to leverage this critical tool when working with employees, management, suppliers, vendors and other internal and external stakeholders. Topics Include The four pillars of Emotional Intelligence, including self and others The Importance of Social and Emotional Intelligence in the workplace Recognising and Responding to the Emotions of others Applied Emotional Intelligence Learning Objectives By the end of this training, you will understand how to: Understand emotions of self and how emotional reactions can affect interactions with colleagues Understand how emotional responses may affect colleagues? perception of you as a member of a team Apply strategies to control emotional reactions which impact others Use techniques to empathise with others and to better understand their motives Understanding the role of Emotionally Intelligent Leadership to effect organisational success and sustainable relationships
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