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An intensive one-day inter-active workshop in Telephone Skills OVERVIEW When a customer needs help, they pick up the telephone and thereafter the efficiency of the organisation is judged by the effectiveness, efficiency, courtesy and responsiveness shown in handling that single call. Badly handled, that could be the last call the customer ever makes to you. Properly handled, the call could consolidate and strengthen the customer relationship, lead to enhanced customer satisfaction - and further business. It sounds simple.... but poor quality systems, inadequate resource, stress, internal politics, insufficient training, lack of inter-personal and communications skills can conspire to thwart the best of intentions. This course shows how to avoid the pitfalls, improve customer satisfaction and create a service-oriented telephone service. Objectives By the end of this workshop, participants will have the confidence and skills to represent their organisation to the outside world as professional, effective and capable Why you should attend You only get one chance to make a first impression and, on the telephone, there is only your voice and your telephone manner to judge your company by. In these competitive days, good telephone manner has never been more important. Who should attend Receptionists, telesales, help desk and service desk personnel and all those having telephone contact with the public. How you and your organisation will benefit Good telephone technique can boost the image of your company - and win sales. You will learn those techniques on this workshop. Programme Creating Telephone Excellence towards Total Quality who are your customers; what do they want targets, motivation and appraisal key metrics to measure success Crucial Techniques in Customer Care neuro-linguistic programming a new tool advanced telephone techniques power words active listening vital questioning techniques negotiating skills for Help Desk staff Assertiveness for Telephonists assertiveness - what it is; what it isn't benefits of assertive behaviour identifying assertive, aggressive and passive behaviour coping with criticism; asking and refusing; feedback; handling put-downs. Making Stress Work for You stress and the telephone nature, cause and cost in performance stress indicators, levels and types identifying and combatting stress symptoms how to avoid stress and use energy

An intensive one-day inter-active workshop in Telephone Skills OVERVIEW When a customer needs help, they pick up the telephone and thereafter the efficiency of the organisation is judged by the effectiveness, efficiency, courtesy and responsiveness shown in handling that single call. Badly handled, that could be the last call the customer ever makes to you. Properly handled, the call could...

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