Frontline Client Service Training

Customer service comes in many forms – face-to-face, written and on the telephone.

While many skills are common, often the first and most regular contact with customers is by telephone. This course will focus on developing strong customer service and phone management skills that will ensure that the first impression of your organisation is positive. It uses experiential activities including recording of participant’s voices, diagnosing recorded calls, self-diagnostic tools and real – life examples.

Learning Objectives

This workshop will enable learners to:

• identify the elements of providing excellent customer service
• speak clearly and positively to customers
• listen actively and clarify customers’ needs
• guide customer calls to a successful outcome
• prepare well for inbound and outbound telephone calls
• identify and satisfy the needs of callers
• handle the questions, concerns and emotions of each customer
• gain closure and commitment at the end of each call
• build and maintain positive relationships with customers