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?