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
 

Virtual option available

 

 


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

Negotiation skills

 

  

 

When

11 June 2021 (Half day)
10 August 2021 (Half day)
14 October 2021 (Half day)
2 December 2021 (Half day)