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Objectives Handle customer calls with courtesy, enthusiasm and friendly efficiency. Establish rapport effectively. Note caller needs, and respond with questions designed to elicit other information. Control calls. Close calls by summarising outcomes and agreed actions. Course Content Telephone Techniques: making and receiving telephone calls giving and receiving feedback. The Telephone Detective: understanding customers' moods and feelings using techniques to identify how to establish maximum rapport. Projecting a Positive Image: identifying how to project a positive and pleasant personality voice and manner choosing words and phrases with care holding and transferring calls using techniques to minimise tension. Problem Solving: the art of asking questions call holding transferring how to react to different types of people. Efficiency on the Telephone: taking complicated messages accurately the importance of self-preparation controlling a call effectively using word drills to draw out callers' requirements identifying appropriate questioning techniques assertiveness on the telephone. Dealing with Angry Callers: adopting a positive attitude to complainers helping the customer to save face using techniques to convert complainers into loyal customers. Course Method: the use of telephone role-play equipment will give participants the opportunity to practise telephone skills and relate to their own work situation. Action Plan: participants plan and discuss what they will do on return to work. Who Will Benefit All staff who communicate with customers and colleagues by telephone.

Objectives Handle customer calls with courtesy, enthusiasm and friendly efficiency. Establish rapport effectively. Note caller needs, and respond with questions designed to elicit other information. Control calls. Close calls by summarising outcomes and agreed actions. Course Content Telephone Techniques: making and receiving telephone calls giving and receiving feedback. The Telephone Detective:...

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