Assertive Communication Skills for Customer Service Staff
2 Days
Call Centre personnel and supervisors, telephonists, help-desk staff, customer service staff and people who deal with inbound or outbound sales or client servicing calls.
1. Introduction to Call Centre Communication
- The importance of emotional intelligence at work
- Conflict in the Service Desk / Call Centre environment
- The link between stress and conflict
- Dealing with stress – models and techniques
- Understanding paradigms
- Building positive self-esteem and confidence
2. Understanding Assertiveness
- The difference between assertion, aggression, non-assertion and passive-aggression
- Encouraging other people to be more assertive
- The basic rights of assertiveness
- Exercises in understanding assertiveness
3. Professional Verbal Communication
- Telephone etiquette – how to avoid annoying your client
- Phrases to avoid in verbal communication
- The importance of your voice – improving vocal tone
- Taking control of calls
4. Listening and Questioning Skills
- Understanding the importance of listening
- Listening traps
- Reducing conflict by listening actively and reflectively
- Listening skills evaluation
5. Assertiveness Skills for Handling Customers
- Necessary beliefs for handling conflict
- Understanding difficult customers
- Identifying the source of conflict
- Approaches to handling conflict and difficult customers
- Balancing relationships and issues
- Route map for dealing with confrontations
- How to say “No” diplomatically
- Stating negative information in a positive way
- Handling criticism
- Examining your own habits, pitfalls and weaknesses
6. Written Communication
- Principles of writing and e-mails
- When e-mail is not appropriate
- Professional e-mail rules
- Assertive techniques in writing e-mails
Are you interested?
