Delivering Excellence via Email and on the Telephone

1 Day
Nottingham 7th May 2024
20th May 2024

Course Overview

This one day workshop focuses on how to deliver an excellent customer experience via email and on the telephone. You will learn the do's and dont's that increases customer loyalty.
Delegates will become experts in delivering excellent customer service levels on the phone and ensure their email skills are highly professional.

Course Locations

Delivering Excellence via Email and on the Telephone London
Delivering Excellence via Email and on the Telephone Manchester
Delivering Excellence via Email and on the Telephone Nottingham
Delivering Excellence via Email and on the Telephone Birmingham
Delivering Excellence via Email and on the Telephone Bristol
Delivering Excellence via Email and on the Telephone Edinburgh
Delivering Excellence via Email and on the Telephone Leeds

Timetable

09:30 – 10:00 Welcome and coffee. Introduction to the course and its objectives.
10:00 – 10:30 Email and Telephone. The big difference.
(This part of the course clearly identifies the skill sets we need for these two unique forms of communication)
10:30 – 11:00 Don't put me on hold!!
(We will be doing exercises to establish what annoys us and delights us personally with regard to telephone and email and how we can apply this to our own business)
11:00 – 11.30 Moments of truth. Best practice on the telephone and email.
11:30 – 12:00 Current and effective communication skills. The power of tone awareness. How can we be outstanding on the telephone?
12:00 – 12:30 The 6 key components of active listening.
(A great fun exercise to establish our own skills in active empathic listening techniques)
12:30 – 13:00 Questioning techniques. How different questions can open up conversation.
13:00 – 14:00 Lunch
14:00 – 14:30 Managing difficult calls and responding to challenging emails. How to deal with conflict on the telephone. Exploration of the ULAR formula and the advantages of using it.
14:30 – 15:15 Scenarios. Confidence building for every eventuality (Mystery shopping exercise where we create our own criteria for evaluating excellent customer service on the telephone)
15:15 – 16:00 Creation of our 10 top tips for our business for both telephone and email.
16.00 – 16:45 Summary and Action Plan agreed.
What are we going to stop doing, keep doing and start doing from tomorrow?

Testimonials

The course was very informative and kept our attention throughout. Some valuable techniques taught.

Olivia Nield, Character Options Ltd

Brilliant trainer!

Diana Araujo, Global Guardians

Very useful course.

Elisa Bellavita Urbanowski, Global Guardians

Really enjoyed the experience.

Jacqueline O'Donnell, Lift Maintenance Ltd

Really lovely trainer. Made me feel at ease. I originally felt negative towards the training but have walked away feeling positive and that I have learnt new skills.

Natalie Hayter, BV Dairy

Really enjoyed the course.

Jamie Shaw, RES

Great energy and enthusiasm by the trainer. The course was really practical with loads of good examples used.

Craig Murphy, RES

Benefits

  • Gives you all the tools you need to be outstanding on the telephone and via email
  • Develops your understanding of active empathic listening skills and how vital they are to delighting your customers
  • Incorporates a 10 top tips action plan that you can apply immediately to your business.
In-Person Training
Live Virtual Training
Book your place on one of our scheduled courses...
7th May 2024
Nottingham
£430.00
Places
14th May 2024
Manchester
£430.00
Places
20th May 2024
Edinburgh
£430.00
Places
21st May 2024
London
£430.00
Places
29th May 2024
Leeds
£430.00
Places
13th Jun 2024
Manchester
£430.00
Places
17th Jun 2024
Edinburgh
£430.00
Places
25th Jun 2024
Bristol (Clifton)
£430.00
Places
15th Jul 2024
Birmingham
£430.00
Places
19th Jul 2024
Edinburgh
£430.00
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View 8 more available dates
15th Aug 2024
London
£430.00
Places
16th Sep 2024
Manchester
£430.00
Places
16th Sep 2024
Edinburgh
£430.00
Places
16th Oct 2024
Edinburgh
£430.00
Places
23rd Oct 2024
Nottingham
£430.00
Places
8th Nov 2024
London
£430.00
Places
20th Nov 2024
Edinburgh
£430.00
Places
3rd Dec 2024
Leeds
£430.00
Places
...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,100.00
6-10 delegates £1,500.00
Each additional £100.00
1-2-1 Executive Coaching
½ day on-site£750.00
1 day on-site£1,250.00
U-Choose Training
Per delegate£430.00
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Book your place on one of our online courses...
20th May 2024
Full Day
£280.00
Places
12th Jun 2024
Full Day
£280.00
Places
3rd Jul 2024
Full Day
£280.00
Places
20th Aug 2024
Full Day
£280.00
Places
20th Sep 2024
Full Day
£280.00
Places
21st Oct 2024
Full Day
£280.00
Places
20th Nov 2024
Full Day
£280.00
Places
10th Dec 2024
Full Day
£280.00
Places
...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
1-2-1 Virtual Executive Coaching
½ day 1-2-1 virtually£600.00
1 day 1-2-1 virtually£950.00
U-Choose Virtual Training
Per delegate£280.00
Places
Duration