Professional Telephone Techniques

 

Workshop Title:        Professional Telephone Techniques

Who Should Attend?

All team members who are responsible for receiving telephone calls from internal or external customers, clients or end users. Anyone who picks up the telephone and has not yet been trained to do so.

What practical benefits will I gain from attending this workshop?

You will have been on the wrong end of a poorly trained tele sales person, tried to contact your bank via a call centre, had the misfortune to call your mobile supplier! Now you need to avoid these basic errors yourself and ensure that the team is providing a professional image to the world. Provide great customer service and WOW your customers.

the Power and Perils of using the telephone – proper planning prevents poor performance – 3 key stages to ensure professionalism – dealing with different types of callers – handling complaints – effective verbal communication – creating the right impression – 10 tips to ensure effective listening – questioning skills – taking notes – checking your understanding – confirming what next – creating competitive advantage – recognising your strengths and areas for improvement.

Duration:    1.0 day

Note: this workshop will be designed and delivered to meet your specific requirements.

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