COURSE OVERVIEW:
Good telephone technique is important and the
impression made on the telephone can have a major impact on business
success. Growing the business depends increasingly on the professionalism
of those staff, who communicate by phone.
This course, through active participation encourages
and enables delegates to develop their own personal telephone skills
in critical key areas. Delegates are encouraged to see the importance
and value of their role, to build on their individual skills and
introduce best practices.
WHO WILL BENEFIT? :
- Individuals who wish to improve their telephone
skills and provide an excellent customer service, both internal
and external
- Anyone who needs to project a confident
and professional image and build better relationships when
dealing with people
by
telephone
OUTLINE - WHAT THE COURSE WILL COVER:
- Using the telephone to project a positive company
image and build its business
- Understanding voice, tone and the use of language
for maximum effect
- Techniques for listening and questioning
- Projecting a more positive and assertive manner
and injecting enthusiasm and warmth
- Applying telephone techniques to establish rapport
- Structuring and controlling a call
- Managing difficult situations to achieve successful
outcomes
- Defining service excellence and understanding
customer needs and expectations
- Opening and closing calls clearly and professionally
- How to maintain a positive, helpful attitude
throughout the day
- Making an action plan for the future
TRAINING STYLE:
This course is highly practical and participative.
The use of discussion groups, syndicate work and role-play give
delegates the opportunity to practice skills and relate to their
own work situation.
Length of Training Programme:
1 day
Recommended Maximum Number of Participants
with 1 trainer: 8 - 10
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