Staff Development >> Effective Telephone Skills
Overview
This workshop provides the fundamental skills required to be effective whilst using the telephone. Practical, participative, thought-provoking and fun, anyone who is involved in providing customer service can benefit.
Objectives
- How to create a professional image on the telephone
- Using telephone communication to your advantage and being aware of its limitations
- Controlling the call and gaining information
- Questioning and listening effectively
- Managing difficult situations assertively
- Cope with complaints professionally
- Work with internal clients and teams effectively
- How to remain calm and feel confident under pressure
Course Overview
Effective communication skills
- Creating the right impression – establishing rapport
- The importance of call preparation
- Painting the ‘right picture’
- Creating a positive image when placing customers on hold, and transferring calls
- Controlling and closing calls appropriately
Managing difficult situations
- Understanding how we are judged
- Recognising different behaviour styles – passive, aggressive and assertive
- Assessing your level of assertiveness on the telephone
- Using questioning techniques for increased understanding
- Handling complaints positively and creatively
Techniques to remain calm and concise
- Managing your emotional responses
- Dealing with difficult customers and remaining positive for the next caller
- Utilising techniques to minimise pressure