One day telephone tuition from a expert

Workshop Summary
Every member of your organisation will use a telephone; this Workshop is essential for anyone who wants to create a professional image. It takes a look at the elements that make up successful telephone calls and then gives practical feedback to delegates how to improve their own techniques. Participants will have the opportunity to practise telephone-handling skills through a series of practical exercises, using role-play and relate to their own work situation.

Who Should Attend
All staff who communicate with customers and colleagues by telephone.

Benefits
By the end of the Workshop, participants will be able to:

• Project the organisation’s image
• Handle calls with courtesy, enthusiasm and friendly efficiency
• Establish rapport effectively
• Listen actively to caller needs and respond with questions designed to elicit information
• Break through the barriers that block the path to the decision makers
• Control calls
• Deal with difficult customers and situations successfully
• Close calls by summarising outcomes and agreed actions

Workshop Contents

• Achieving Excellence: What makes a Good and Bad Service Experience; Caller Expectations
• Listening and Questioning Effectively: Getting the Facts and Controlling the call; Building Rapport – How to sound Confident, Caring and Helpful; Clarifying Understanding and getting Written details; Ending the call
• Managing Difficult Situations: Using Assertive behaviour to maintain a Positive approach; Resolving Problems; converting complainers to loyal customers
• Projecting the Organisation’s Image: How to project a positive and pleasant personality; voice and manner; choosing words and phrases with care; holding and transferring calls; What not to Say – Avoiding the Image Wreckers
• Role-Plays: Participants’ Role-Play; Tutor and Group Feedback