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Telephone skills Details Max number of participants: 6 Duration: Half-day or full day Available as: In-company course Benefits ? Build rapport effortlessly on the telephone ? Know how to manage conflict and take difficult behaviour in your stride ? Be able to create a positive impact with customers, suppliers and colleagues ? Save time through communicating appropriately ? Improve your customer and colleague relationships Course outline Which medium to choose? ? Choosing the right medium for your message ? When to use the telephone rather than other forms of communication Modelling excellence ? What skilled and capable telephone advisers do that differentiates them ? What really works, including getting in the right frame of mind, demonstrating empathy, and taking ownership of the situation Gauging the response of customers ? Understanding how customers form an opinion of your organisation ? What it?s possible to notice about the other person from the first thing they say ? Finding out what?s important to clients ? Making effective notes about the conversation Building rapport and trust ? Why active listening is vital and how to improve your listening skills ? Practical ways of 'connecting' with people immediately ? Personalising your approach and treating people as individuals rather than just a number Making the most of your voice ? Making the most of tone, pitch, rhythm, inflection, clarity, timing and pace ? Matching the other person?s voice Handling challenging behaviour ? Techniques for dealing with 'difficult' clients ? Dealing with anger, frustration and other emotions ? Maintaining self-control under pressure Putting it into practice ? Listening for nuances in customer responses, rapport and voice while dealing with typical calls

Telephone skills Details Max number of participants: 6 Duration: Half-day or full day Available as: In-company course Benefits ? Build rapport effortlessly on the telephone ? Know how to manage conflict and take difficult behaviour in your stride ? Be able to create a positive impact with customers, suppliers and colleagues ? Save time through communicating appropriately ? Improve your customer...

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