Every Call Counts Course

For businesses, customer service is a crucial function that aids in retaining customers and obtaining greater value from them.

This Every Call Counts training course is designed to equip learners with the necessary skills and knowledge to provide exceptional customer service over the phone. The course covers a range of topics, including effective communication techniques, problem-solving strategies, and conflict resolution methods, all of which are essential for delivering outstanding customer service.

Throughout the course, individuals will learn how to handle various types of calls, from basic inquiries to complex complaints, and how to leave a lasting positive impression on every caller. They will also learn how to manage their own emotions during challenging calls and remain professional, empathetic, and courteous at all times.

Content includes:

• Effective communication skills: How to communicate with customers in a clear, concise, and friendly manner. You will also learn how to listen actively and understand the customer's needs.
• Telephone etiquette: Learn about telephone etiquette, including how to answer the phone, how to transfer calls, and how to take messages.
• Handling difficult calls: How to handle difficult calls, such as angry or upset customers. You will also learn how to de-escalate situations and find solutions to customers' problems.
• Sales techniques: Learn sales techniques such as how to identify potential sales opportunities, how to build rapport with customers, and how to close a sale.
• Time management: How to manage your time effectively while handling phone calls, including how to prioritise calls and how to avoid distractions.
• Customer service: Learn about customer service principles, including how to provide excellent customer service, how to exceed customer expectations, and how to handle customer complaints.