Delivering Excellence via Email and on the Telephone

1 Day
Birmingham 8th Sep 2021
4th Aug 2021

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 be come 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

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.
Live Virtual Training
In-Person Training
Book your place on one of our online courses...
4th Aug 2021
Free Virtual 30-Minute Taster (10.00-10.30)
FREE
Places
24th Aug 2021
Full Day
£280.00
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24th Sep 2021
Full Day
£280.00
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25th Oct 2021
Full Day
£280.00
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24th Nov 2021
Full Day
£280.00
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14th Dec 2021
Full Day
£280.00
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25th Jan 2022
Full Day
£280.00
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23rd Feb 2022
Full Day
£280.00
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23rd Mar 2022
Full Day
£280.00
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22nd Apr 2022
Full Day
£280.00
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View 8 more available dates
23rd May 2022
Full Day
£280.00
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15th Jun 2022
Full Day
£280.00
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6th Jul 2022
Full Day
£280.00
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23rd Aug 2022
Full Day
£280.00
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23rd Sep 2022
Full Day
£280.00
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24th Oct 2022
Full Day
£280.00
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23rd Nov 2022
Full Day
£280.00
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13th Dec 2022
Full Day
£280.00
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...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 Training
Per session£550.00
U-Choose Virtual Training
Per delegate£280.00
Places
Book your place on one of our scheduled courses...
8th Sep 2021
Birmingham
£430.00
Places
9th Sep 2021
London
£430.00
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29th Sep 2021
Manchester
£430.00
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5th Oct 2021
Edinburgh
£430.00
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12th Oct 2021
Nottingham
£430.00
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2nd Nov 2021
London
£430.00
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24th Nov 2021
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 Training
Per session£600.00
U-Choose Training
Per delegate£430.00
Please choose a training location
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