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View Live Stats View ReviewsMastering Customer Interactions: Excellence in Email and Telephone Communication
Boost Profitability and Customer Satisfaction
Face to face / Virtual public schedule & onsite training. Restaurant lunch included at STL venues.
From £421 List price £650
- 1 day Instructor-led workshop
- Courses never cancelled
- Restaurant lunch
Syllabus
Who is this course for?
This one-day course is ideal for professionals across various sectors who interact with customers via email and telephone, including customer service representatives, call handlers, administrative staff, and managers.
It is designed for individuals seeking to enhance their communication skills, effectively manage customer interactions, and deliver exceptional service.
Whether you are new to a customer-facing role or looking to refine your existing skills, this training will provide valuable insights and practical techniques to improve your customer engagement.
Benefits
Attending this course will equip participants with the skills to handle customer interactions confidently and professionally.You will learn to communicate more effectively, both in writing and over the phone, which can lead to increased customer satisfaction and loyalty.
The training provides practical tools for dealing with challenging situations, enabling you to turn potential conflicts into positive outcomes.
By the end of the course, you will have a deeper understanding of customer service principles and be better prepared to foster strong, lasting relationships with your customers.
Course Syllabus
Foundations of Excellent Customer Service
Importance of customer service in business
Key principles of effective communication
Understanding customer expectations and needs
Email Communication Skills
Structuring professional and effective emails
Tone and language in email communication
Common pitfalls and how to avoid them
Practical exercises: Writing clear and concise emails.
Telephone Communication Skills
Opening and closing calls professionally
Active listening and questioning techniques
Managing different types of customers
Activity: Handling various call scenarios
Dealing with Difficult Customers
Techniques for staying calm under pressure
Strategies for defusing angry or upset customers
Turning negative interactions into positive outcomes
Case studies: Analysing challenging customer interactions
Building Rapport and Maintaining Professionalism
Importance of empathy and emotional intelligence
Non-verbal communication cues in telephone interactions
Tips for maintaining a positive attitude and professional demeanour
Group discussion: Sharing experiences and best practices.
Prices & Dates
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
Face-to-face training
Training is held in our modern, comfortable, air-conditioned suites.
Lunch, breaks and timing
A hot lunch is provided at local restaurants near our venues:
- Bloomsbury
- Limehouse
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Refreshments
Available throughout the day:
- Hot beverages
- Clean, filtered water
- Biscuits
Virtual training
Regular breaks throughout the day.
Learning tools
In-course handbook
Contains unit objectives, exercises and space to write notes
24 months access to trainers
Your questions answered on our support forum.
Training formats & Services
Training Formats & Services
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Learning & Development Resources
Soft Skills Blog
- How Quality Customer Service Can Boost Your Profits
- 5 elements of great Customer Service
- A Structured Approach to Successful Telephone Calls
Infographics
Training manual sample
Below are some extracts from our Mastering Customer Interactions: Excellence in Email and Telephone Communication manual.
Effective email communication with customers
is crucial for maintaining professionalism and fostering positive
relationships. Here are some common email pitfalls and how to avoid them:
1. Unclear
Subject Lines
Pitfall: Vague or
overly generic subject lines can lead to emails being ignored or misunderstood.
Solution: Use
concise and specific subject lines that clearly convey the email's purpose. For
example, instead of 'Update,' use 'Status Update on Your Order
#12345.'
2. Lack of
Personalisation
Pitfall: Generic
greetings and content can make customers feel undervalued.
Solution:
Personalize emails by using the customer's name and referencing previous
interactions when relevant. For example, 'Hi John, I hope you enjoyed your
recent purchase of [product].'
3. Overly
Formal or Informal Tone
Pitfall: An
inappropriate tone can alienate customers. Being too formal may seem cold,
while being too casual may appear unprofessional.
Solution: Match the
tone to the nature of your business and your relationship with the customer.
Aim for a friendly yet professional tone.
4. Grammar
and Spelling Errors
Pitfall: Mistakes
in grammar and spelling can damage credibility and professionalism.
Solution: Always
proofread your emails before sending. Use tools like Grammarly or the built-in
spell-check features in your email client.
5. Long and
Rambling Emails
Pitfall: Long
emails can be overwhelming and hard to follow.
Solution: Keep
emails concise and to the point. Use short paragraphs, bullet points, and
headings to improve readability.
6. Not
Addressing Customer Concerns Directly
Pitfall: Failing to
address the customer's specific concerns can lead to frustration and
dissatisfaction.
Solution: Read the
customer’s email carefully and respond directly to their questions and
concerns. Provide clear and actionable solutions.
7. Ignoring
Follow-ups
Pitfall: Not
responding to follow-up emails promptly can make customers feel neglected.
Solution:
Acknowledge receipt of follow-up emails promptly, even if you need more time to
provide a full response. A simple 'Thank you for your follow-up. I’m
looking into this and will get back to you shortly' can go a long way.
8. Using
Jargon or Technical Terms
Pitfall: Using
industry-specific jargon or technical terms can confuse customers who are not
familiar with them.
Solution: Use simple
and clear language. If technical terms are necessary, provide explanations.
9. No Call
to Action (CTA)
Pitfall: Emails
without a clear call to action can leave customers unsure of what to do next.
Solution: Always
include a clear CTA, whether it’s to reply, click a link, or call a number. For
example, 'Please reply with your preferred delivery time.'
10. Forgetting
to Attach Files
Pitfall: Mentioning
attachments but forgetting to include them can frustrate customers.
Solution:
Double-check that all mentioned attachments are included before sending the
email.
11. Overloading
with Information
Pitfall: Providing
too much information at once can overwhelm the customer.
Solution: Break
information into digestible parts and, if necessary, send multiple emails
focusing on different topics.
12. Unprofessional
Signatures
Pitfall: An
unprofessional or overly elaborate email signature can detract from the
message.
Solution: Use a
simple, professional signature that includes your name, position, company, and
contact information.
13. Not
Following Up After Resolution
Pitfall: Failing to
follow up after resolving an issue can make customers feel abandoned.
Solution: Send a
follow-up email to ensure the customer is satisfied with the resolution. For
example, 'I wanted to check in and ensure that the issue with your order
has been fully resolved.'
14. Overuse
of CC and BCC
Pitfall: Using CC
and BCC inappropriately can lead to privacy issues or unnecessary information
overload for recipients.
Solution: Use CC and
BCC sparingly and only when necessary. Be mindful of privacy when including
multiple recipients.
Finally, avoid ping pong emails where you are asking each other questions and waiting for answers. Pick up the phone instead.
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