Cloisters Level 1 863 Hay Street, Perth WA 6000 | 08 9218 9059
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RTO No; 1918
Telephone Techniques
Overview
The purpose of this training is to understand how the use of the telephone impacts on customer relationships, and to acquire the skills and techniques needed to provide telephone service excellence. One important way your customers and prospects evaluate your organisation is through the manner in which their telephone calls are handled as this is often their first point of contact.
Content
Introduction
- Course context
- Personal learning objectives
Telephone customer service
- Why customer service is a must
- Building a reputation for customer service excellence
- Dealing with a variety of calls with a diverse range of customers
- Taking ownership, accountability and responsibility
Telephone communication
- Use vocal and verbal communication to build rapport - what you say is not always what people hear
- Use positive language
- Fine tune your listening skills
- Understanding words and phrases that connect and those that disconnect
- Getting right your greeting, closing, taking messages and hand overs
- Communicating action with cause and effect statements
Managing Challenging Calls
- Dealing with complaints
- Difficult customers
- Break repetitive loops (when customers repeat themselves and are stuck in story)
- Taking care of yourself
Putting it into practice
- Action planning
Learning outcomes
- Understand how to handle calls effectively
- Use your voice to convey the right message
- Satisfy customer needs effectively
- Understand customer diversity
- Provide customers with enhanced telephone service
- Explain why complaints are important
- Effectively handle complaints and difficult behaviours in accordance with organisational guidelines
- Find effective ways to stay energised.
Prerequisite
This course requires no previous training or experience
Course duration
Half day: 8:30am to 11:30am
Investment
$390+GST per person
Includes:
- Experienced facilitator
- Interactive, practical and hands on learning
- Small groups for maximum impact
- Take home resource workbook
- Post course Coach Line
- Post course follow up
- Certificate of Attendance for participants
- Refreshments
Enjoy Real People, Real Conversations, Real Results
Further development
Communication & Interpersonal Skills