Directing the conversation is an important skill on the phone when communicating with customers. In this module we show you how to use the very compact 2 stage process.
Get your customer service team back up to speed with some refresher training. This can be in your office or you can opt for a blended programme including some short, sharp modules online. Get battle ready for 2021.
Is it time to get back to some classroom training? Businesses are adjusting to whatever their new reality is. For some, it seems that everyone is now back in the office. I have recently started work with a new client, who is back to business and keen to make up for the revenue shortfall incurred…
Customer service excellence is partly about responding quickly. Always within 24 hours, even if it is just an acknowledgement, and working to understand what the customer really wants and why. Possibly how. This strategy always works and impresses customers. So we’re all doing it right?!
Telesales, telemarketing, and customer service training from To Market to suit you. Onsite at your premises. 2 day fully interactive telephone skills training for call centre, contact centre, internal sales, telesales, customer service and telemarketing. Or book individual places on our open courses.
Customer service masterclass – 4th & 5th December. 2 days covering key aspects of telephone communication skills for customer service, contact centre & customer retention teams. Covering dealing with difficult and demanding customers, building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!
Customer service masterclass – 13th & 14th August. 2 days covering key aspects of telephone communication skills for customer service, contact centre & customer retention teams. Covering dealing with difficult and demanding customers, building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!
April marks the new financial year for many and the start of a new budget. The news on the economic front is positive at the moment, and so many organisations are looking to invest in the most expensive asset they have in the business – the people. This is one of my favourite quotes regarding…
Directing the conversation is an important skill on the telephone. You have only minutes to get the job done usually. You may be in a proactive role such as telephone selling or telemarketing. But you don’t want to do all the talking. I appreciate that many who try to sell over the phone ignore this.…
Customer Service disaster. Sometimes things go wrong. And often in clusters. Have a plan. Follow our checklist to make sure you cover the bases and respond to it professionally and proactively. My customer service disaster a few years ago taught me a few valuable lessons. Not least of which is that if you hold your hands up and apologise to your customer, it often helps diffuse the situation.