Course Description

Developing good telephone techniques can be difficult. Being able to provide the right information, adopt a friendly tone and at the same time master the right telephone skills can be challenging. In the workplace, the telephone is the most familiar technology but very often taken for granted in the way we speak to our customers, the way relationships are forged or broken and the way information is relayed. The ability to communicate in a prompt, friendly and professional manner is essential for any organisation in order to create the right impression and getting the right message across.

Course Objectives

The objectives of the course are to enable participants to:

• • Offer best practices for greeting customers and setting a positive tone.
• • Providing suggestions for active listening and effectively questioning.
• • Giving practical advice for dealing with difficult calls and callers.
• • Recommend techniques for wrapping up calls and measuring customer satisfaction.
• • Words that are banished in phone interaction and words that increase customer experience.
• • Understand the importance of client relation management on the phone.

Learning Outcomes

By the end of this course, participants will be able to:

• • Handle calls according to a more structured way that serves to maximise customer experience;
• • Develop their active listening skills in order to give more accurate and helpful information.
• • Be able to deal with difficult calls and callers.
• • Learn to provide effective client service over the phone.
• • Master a professional, effective & reassuring telephone voice.
• • Gain client's trust using proven communication techniques.
• • Master proven techniques to professionally manage irate customers.