Telephone Skills Training:  

 

 

Synopsis;
Dealing with customers over the telephone can often generate problems that are rarely experienced face to face, it only takes one bad experience with you over the phone to potentially drive a customer, even regulars to look for another company to provide them with products/services.

Many of us forget that the telephone is the most widely used communication method for customer’s, which, though fast and convenient can often be impersonal or over familiar.It is therefore essential that any one who uses a telephone to communicate with customers should understand, which telephone techniques can be used and the advantages and disadvantages of communication by telephone.

Aims & Objectives;
This telephone techniques training course enables you or your teams to be far more effective in their telephone work. We aim to provide your staff and subsequently your customers to have a positive response via telephone communication and enable longer- lasting and stronger customer relationships.

The training will be delivered in an interactive style and will provision for group work as well as practical examples to further embed the training. 

Pre-Course Work;
Prior to the course we ask all delegates to ascertain and think about an experience of good customer service / communication that they have had over the phone and why they felt it was good and also a bad experience of customer service / communication that they have had over the phone and why they felt it was bad. This will help to set the tone for the training and will assist them in thinking about effective communication

Course Content:
The course content outlined is designed for working with clients from first contact; 

  • Create a professional image
  • Use communication to your advantage and be aware of its limitations
  • Use your voice and language to sound professional
  • Control a call and gain information
  • Question and listen effectively
  • Manage a difficult situation assertively
  • Saying NO assertively
  • Know the importance of recapping your conversation
  • Understand and learn the differences in customer service styles
  • Cope with complaining customers
  • Work with internal clients and teams effectively

Learning Outcomes:

  • Understand the telephone as an effective communication tool
  • Understand call structure
  • Provide the right image
  • Use correct telephone etiquette
  • Liaise with internal / external clients effectively
  • Understand the differences between tone and words
  • To enhance current skill sets
  • To improve personal performance
  • To improve listening skills
  • To motivate delegates to apply skills
  • Understand how to deal with difficult customers
  • Be able to extract information from customers
  • To link training to specific client requirements
  • There will be an underlying theme of Assertiveness throughout the course

Post Course;
At the end of the session we can provide each delegate with an Action Plan which may be accessible to management. This will help in making sure that all learning’s are being applied and then reviewed in their appraisals.

Duration:
1 Day

No of Delegates; – The Total Number of delegates that can sit this is course is a maximum of 12 to uphold the quality of our training and to ensure the course is properly embedded to achieve the companies /  individual goals. 

Prices£849 (ex VAT)  Per day for up to 12 delegates trained onsite

(An additional charge for travel will be applied at 40p per mile from Sequence HQ to your premesis)

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