Telephone Skills for Support Staff

Telephone Skills for Support Staff

Course content

• Learn how to power-up your telephone manners, put excitement in your voice, and enthuse a positive winning attitude that will give customers every confidence in you
• Gauge how to confidently ask questions on the phone that will obtain vital information, and the secrets of successfully listening to absorb
• Adopt a concise telephone action-plan for readiness, because failure to prepare is to prepare to fail! And, switch on to a sure -fire formula for follow-up action, post
• Map-out consistent, comprehensive phone call structure as a cogent "coat-hanger" for professionalism throughout every call you take, or
• Discover how to get the caller's name, use it constructively and help create a
• Key statements and strategies for excellence in answering/introducing
• Learn how to profitably handle enquiries, take messages responsibly, generate client interest building rapport, and the best way to repeat back/summarise key points. Maximise too on the secret to a perfect customer caring summary and close to every
• Find out how to tactfully transfer calls, learn a precise gets-it-right 1st time phonetic-alphabet, and a concise game-plan solution for calling customers
• Learn how to welcome difficult, angry, awkward callers, turn them into happy customers 365 days of the year.