Developing Effective Telephone Techniques

COURSE LEVEL – INTRODUCTORY

Overview

Effective communication on the telephone means not only understanding the customer, but also being assertive with difficult callers. This interactive one day course will enable delegates to examine the tools, tips and techniques involved in dealing with customers on the telephone.

Who Should Attend?

All staff who need to communicate in a confident, efficient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on reception, customer service units, call centres, help desks.

Outcomes

By the end of this course you will be able to:

• Take more responsibility for complete customer satisfaction.
• Provide excellent customer service – meet and exceed expectations.
• Handle and overcome complaints and difficult situations effectively.
• Ask the right questions.
• Close a call by summarising agreed outcomes.

Manage your emotional response when under pressure.

Content

Effective Telephone Communication

• Doing business on the telephone.
• Creating the right impression.
• Exceeding customers’ expectations.
• Building bridges and overcoming barriers to communication.

Staying in Control

Remaining calm, flexible and professional.

• Coping with stress – ways to manage.
• Managing the emotional response and dealing.
• Picking yourself up after a difficult call.

Dealing with Difficult Situations

• Understanding how perceptions differ.
• Handling complaints and defusing difficult situations.
• Being positive even when you can’t say yes.

Personal Development

• Refining your telephone manner developing a welcoming style.

Course Information

Duration 1 day