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Do you wonder why dealing with customers on the telephone can often generate problems that are never encountered face to face? While telephone enquiries provide sales opportunities, one bad experience with someone on the phone may be enough reason for a customer - even a regular customer - to look elsewhere. The telephone is your customer's lifeline to your company. Yet although it provides fast and relatively inexpensive communication, it is a medium that is impersonal -- and switchboard and other telephone staff must be able to prevent negative behaviour on both sides. It is essential to understand , not just which techniques can be used, but the advantages and disadvantages of communicating by telephone. We will work with you to produce a solution that enables delegates to be brighter, more responsive and far more effective in their telephone work. The result ? Customers will have a positive response when dealing with you on the telephone, creating better and longer-lasting relationships. Course Aims To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence. Who Should Attend? All staff members who use the telephone as part of their normal duties. Course Outline: Telephone Techniques Introduction and Course Overview Exercise: Getting To Know You Knowledge / Skill Checklist First Impressions Communication ? Why Communication Goes Wrong ? Building Rapport ? Communication Methods ? Personal Communication Style Questionnaire Telephone Skills ? Telephone Skills Self Diagnostic ? Inappropriate Language/Phrases Exercise ? Effective Telephone Communicators ? Poor Telephone Communicators The Factors of The Voice ? Power ? Pitch ? Pronunciation ? Pace ? Inflection/Emphasis Six Steps to Handling An Incoming Call ? Good and Poor Statements on the Phone ? Warm Transfer of Calls ? Message Taking Questioning Techniques ? What are Open Questions? ? What are Closed Questions? ? T.E.D. Technique for Open Questions ? Funnelling Technique Listening Skills ? Listening Skills Questionnaire ? Listening Skills Tips/Techniques Telephone Work - Standards Monitoring Checklist ? Role Play: Guidelines for Observer Feedback Assertiveness ? Car wars exercise ? Assertiveness, Aggressiveness and Passivity ? Assertiveness - The 3 Steps ? Assertive Skill Practice 15 top tips for building trust and rapport Influencing: Preparation ? Influencing Tactics Dealing with Anger ? Irate People - Tips and Tactics A Personal Action Plan Learning Outcomes

Do you wonder why dealing with customers on the telephone can often generate problems that are never encountered face to face? While telephone enquiries provide sales opportunities, one bad experience with someone on the phone may be enough reason for a customer - even a regular customer - to look elsewhere. The telephone is your customer's lifeline to your company. Yet although it provides fast...

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