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Delivering Excellence via Email and on the Telephone

Practical Training for Professionals

Summary

Price
£516 inc VAT
Study method
Classroom
Duration
1 day · Full-time
Qualification
No formal qualification
CPD
6 CPD hours / points
CPD What's this?
Additional info
  • Tutor is available to students
2 students enquired about this course

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Location & dates

Showing classrooms near 'Yorkshire and Humberside'
Location

Address
Park Plaza Leeds
Boar Lane
Leeds
West Yorkshire
LS15NS
United Kingdom
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Address
Village Hotel Club Nottingham
Brailsford Way
Nottingham
Nottinghamshire
NG96DL
United Kingdom
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Address
Cheadle House
Cheadle Royal Business Park
Cheadle
Cheshire
SK83FS
United Kingdom
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Address
Somerset House
Temple Street
BIRMINGHAM
West Midlands
B25DP
United Kingdom
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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

CPD

6 CPD hours / points
Accredited by Approved By Law society

Description

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?

Questions and answers

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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Similar subjects: Communication, Personal development