Telephone Techniques

DURATION: One Day

AIM

To increase confidence and professionalism when using the telephone

PROGRAMME OVERVIEW

This is an interactive workshop for anyone whose role requires a lot of contact with customers or colleagues over the phone. Delegates learn how communication differs when using the phone and invaluable techniques to ensure that telephone communication gains results. Role play and group feedback/discussion ensures that participants can really hone their skills.

CONTENT

• Aims and objectives
• The benefits
• Effective telephone behaviour
• Why is communication different on the telephone?
• Behaviours that help or hinder
• Telephone calls
• Communication skills
• Voice and personality projection
• Effective listening
• Questioning techniques that work
• Positive phrasing - avoiding trigger words
• Establishing rapport
• Developing a welcoming greeting
• Creating the right first impression
• Presenting a positive image
• Confidence building
• Assertive telephone behaviour
• Identifying personal blocks
• Developing techniques for overcoming anxiety
• Controlling calls
• Making a call - working with a plan
• Telling the person what you need to know
• Ensuring accuracy of information
• Resolving problems
• Understanding and empathising
• Clarifying and summarising
• Offering solutions
• Managing difficult behaviours on the telephone

BENEFITS

By the end of the workshop, participants will be able to:
• Apply professional and consistent telephone behaviour
• Demonstrate the skills required to identify, assess and satisfy a callerfs needs.

TARGET AUDIENCE

Anyone who uses the phone as a key part of their role. Customer services practitioners have really benefited from this programme.

To find out more information about any course or programme, you can email us at info@completepeople.com, use the 'Find out more' link above, or call us now on 01329 888180.