 |
|
 |
home >
training courses
Please
contact us
if you would like further information on any
of our courses.
Telephone Technique
90% of all business in the UK is conducted by telephone; it is the most important medium of communication in the last century.
Learn how to 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.
You will learn high impact telephone techniques which create understanding, build rapport and get the message across. You will learn how to make the most of the opportunities provided with every telephone call.
Objectives – The Benefits to You and Your Organisation:
By the end of this course participant’s will be able to:
- Understand the importance of communicating by phone
- Use the telephone skilfully as a business tool
- Identify various types of call and develop strategies for dealing with callers
- Comprehend the importance of listening
- Deal with difficult callers
- Control the flow of telephone conversations.
- Respond positively to problems.
- Build rapport with the caller
- Understand the purpose of Call Quality Monitoring
- Comprehend the difference between Call Quality Monitoring and Customer Satisfaction
|
Content:
Tools and Telephone techniques
- The powers and the pitfalls of the telephone
- Top ten frustrations of using the telephone
- Call structure and the importance of standard greetings and partings within the council
- Putting the customer first by controlling the call
- Dealing with difficult customers – complaints and compliments
- Active listening skills and questioning techniques v
- Responding positively to problems
- Objection handling and dealing with anger – escalation processes
- Taking notes
- Dealing with voicemail and answerphone machines
- Leaving a message
- Transferring calls and putting the customer on hold
- Closing the call
|
Target Audience:
Candidates who wish to refine the skills necessary to build and maintain superior customer relations.
|
|
|
 |
|
"Class 1 Consultants in Scotland continue to deliver fun, and dynamic business courses that are valuable to both our employees and clients alike in the UK" |
|
