Customer Support at Knows the Art of Phone Communication with Clients

March 08, 2006 (PRLEAP.COM) Education News
25th of January - The media center at informs about the successful completion of a three day customer support service training “Efficient phone communication with clients”. It was meant for the staffs of the customer support service that are always in close contact with the company’s customers. The major aims of the training included: formation and development of employees’ professional conduct as the mainstream factor of attracting clients; conforming individual features of the employees with the current requirements of quality customer service; expanding professional tools of quality customer service.
The participants got acquainted with the procedure of client service, its structure and main techniques. They studied the methods of maintaining the contact with the client, receiving and presenting the information and finishing the conversation. The trainer, Emily Robertson introduced some main reasons of clients’ anger, dissatisfaction and aggression. The customer support representatives had an opportunity to practice real life situations due to role playing activities used at the seminars. On the last day of the trainings the participants of the training were offered to act out a number of the problem –solving situations when a client is not satisfied with some paper provided by the company, say a political essay The employees had to apply the obtained knowledge in practice. Due to a better understanding of peculiarities of individual behaviour, their reaction and motivation the employees have learnt to control their speech tempo and intonation and improved their skills of verbal influence. As a result of the training the customer support reps now will be able to form positive attitude of the clients to the image of the company and the provided services.
The atmosphere at the training was so friendly, relaxed and creative that none remained indifferent.
Daryl, a customer support service agent with 4 year experience is still greatly impressed by the training, “To say that it was just useful isn’t enough. It was what all of us needed. I learnt a lot of helpful techniques such as relaxation technique, ways of polite refusal, and ways of dealing with problems and so on. It is vital to know how to relieve stress in tense situations. Because if people on both sides of the phone are angry, there will be no constructive result and the client will not be satisfied with our service even if his argument essay is perfect. Now I feel more confident when speaking on the phone as my speech is more polite, patient and eloquent than before. Surely it makes communication very effective and the client gets what he wants. I think it is great that our top management seeks ways for enhancing both the high quality of every type of essay (e.g. persuasive essay and professional work of customer support to make the clients enjoy the whole package of services provided by our company.”