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The way your company deals with telephone calls is crucial - it''s so easy to make the wrong impression. Making Every Call Count highlights how to make great outbound calls, and how to make the most of every inbound call. This realistic drama video is divided into two parts and follows several different people - a receptionist, a field sales person, a sales administrator, an area office manager and an IT manager - being coached to improve their skills and behaviours. Part 1 deals with the behaviours necessary to effectively handle and respond to inbound calls, while Part 2 considers more complex calls and outbound calls. Use to ensure your staff: ? Understand and can demonstrate the key skills, actions and behaviours required to manage an inbound telephone call effectively ? Know the stages of an inbound call ? Have greater confidence and skill when handling difficult calls ? Understand how to manage distressed or angry callers and how to deliver bad news effectively ? Know the stages of an outbound call, and can demonstrate the required skills and attitudes. Contents Trainer''s Guide ?Copyright - what you can and cannot do ?DVD and VHS versions ?About the advisers ?Introduction to Making every call count ?Structure of the programme ?Main characters ?Learning overview Part 1 of Making every call count focuses on the telephone behaviours necessary to deal effectively with incoming calls. The 5 Gs: Greeting, Gathering information, Generating options, Gaining agreement, Giving a lasting impression. Part 2 of Making every call count can be used to further develop these skills or, where foundation skills are already in place, to consider more complex calls and outbound calling. Who will benefit from the programme? ?Objectives of the programme ?By the end of Part 1 of the programme participants will: -understand the key behaviours required to manage an inbound telephone call effectively; -know the stages of an inbound call; and -be able to demonstrate the skills, actions and behaviours required to conduct an inbound call. ?By the end of Part 2 of the programme participants will: -understand and be able to demonstrate the basic principles for handling difficult calls; -have explored the skills required for managing distressed or angry callers and to deliver bad news effectively; -know the stages of an outbound call; and -be able to demonstrate the skills, actions and behaviours required to make an effective outbound call. The training materials Required resources Your preparation Using the Trainer''s Guide Part 1: Session notes Part 2: Session notes OHT masters Participants'' handout masters

The way your company deals with telephone calls is crucial - it''s so easy to make the wrong impression. Making Every Call Count highlights how to make great outbound calls, and how to make the most of every inbound call. This realistic drama video is divided into two parts and follows several different people - a receptionist, a field sales person, a sales administrator, an area office manager...

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