Every Call Counts

Every Call Counts Benefits of attending:
· High quality training by experienced sales professional
· Practical exercises to support the learning process
· Training can be geared to your individual organisation's situation


Outline of programme:

On this workshop, you will learn:

· Why telephone techniques matter
· How to use your voice well · How to make a consistent good first impression
· Ways to get the caller's attention, and hold it
· The importance of the first 15 seconds · Keys words and phrases
· Identifying customers' needs
· Overcoming the barriers to communication
· Handling customer complaints
· How to deal with difficult callers · How to stay calm when all the phones are ringing
· Controlling the customer's call
· Active Listening
· How to recognise danger signals
· Ways to sound enthusiastic
· How to manage your time without feeling flustered

Duration: This course normally operates as a 1 day course, depending on the depth required and issues which need to be covered. It can also be run as part of a series, together with First Impressions Count!, Positive Customer Care, and Assertiveness in Action.