In many businesses, the telephone is the customer's first contact with a company. The moment we pick up the telephone, we represent the organization.
Customer gets an impression of the company through the image we portray over the telephone.
Impression This workshop aims to introduce the key elements of a successful telephone phone calls and help participants to deal with their customers, politely and efficiently.
Participants will also learn effective techniques in developing rapport and building customers relationships over the telephone.
Objective At the end of the workshop,
participants will be able to :
Project a positive image over
the telephone
Demonstrate the 7 key elements
to a successful service phone call
Listen actively over the phone
Handle difficult customers ver
the phone confidently
Who Should Attend Customer Service Representative, Supervisors, Executives
Course Duration 1 day seminar
Session Available - Public Seminar sessions will be run once a quarter.
- In-house customisation of seminar is also available.
Course Content
Introduction
- Using The Telephone To Enhance Corporate Image
Telephone Irritant
Key Elements To A Successful Service Phone Call
- Preparation
- Positive Greeting
- Using Customer's Name
- Transfer Customer Calls
- Take Responsibility
- Take Detailed Messages
- Close With Confidence
Two Main Elements in Telephone Communication
- Vocal: Tone of Voice
- Verbal: Use Mature and Rewarding Words
Effective Listening Skills
Questioning Techniques
Returning Calls
- Plan Your Calls
Handling Challenging Customer Over The Phone
- Don'ts of Difficult Calls
- Do's of Difficult Calls
- Steps in Handling Challenging Customers Over The Phone
- Practice Empathetic Listening With Your Difficult Customers
Testimonial
Media Press 
