Overview
The telephone is a key factor in customer communications. For many the telephone is the only impression they will get from your organisation. Because there is an absence of body language, special skills are required. As comparatively few people possess these skills, problems caused by poor communication are common, sometimes with disastrous consequences. Participants of this enjoyable and intensive seminar will learn the vital skills and techniques and have the opportunity to put them into practice.
Who Should Attend
Anyone using the telephone in their professional work.
Duration
1 Day
Telephone Skills - Course Objectives
Participants will learn:
the pitfalls of telephone communication and how to use this essential medium
to recognise the key factors of customer service, and how to answer these needs in an effective telephone manner
how to improve their skills in common telephone situations and avoid common errors
how to use active listening to compliment the customer, obtain accurate information and steal the steer the conversation
how to structure and use questions to obtain information without creating the appearance of an interrogation.
Telephone Skills - Course Outline
The Telephone Environment
Role of the telephone
Recognising the disadvantages and obstacles
The advantages of the telephone
How to develop the correct posture, pace and tone
Understanding Customers
What customers want
The key factors in giving a good impression
How to avoid giving improper expectations
Managing perceptions
How to build an effective personal style
Telephone Activities
How to answer the telephone
How to take messages
How to pass phone calls
How to avoid common errors
Active Listening
Barriers to effective listening
The difference between 'active' and 'passive' listening
How to use 'active' listening skills to obtain information and steer a conversation
Questioning Skills
How to avoid customers feeling 'interrogated'
How to structure a question
Questioning to obtain information and steer
The conversation
