Personal Development No Version Training Courses | Systematix Telephone Techniques Training Course UK Print

Publisher:	Systematix
Version:	Communications
Length:	1 day
Course-ID:	SX523X

Intro

The telephone is your customer's lifeline to your company. Yet although it provides fast and relatively inexpensive communication, it is a medium that is impersonal -- and switchboard and other telephone staff must be able to prevent negative behaviour on both sides.

Objective

To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.

Who should attend

All staff members who use the telephone as part of their normal duties.

Course Outline
Nature of communication Choosing the most appropriate communication method Own personal communication style in business dealings with others Importance of first impressions from the caller’s standpoint Giving callers the wrong impression Challenges of communicating by phone Developing rapport with callers Factors of good and bad communication on the telephone The 6 W’s of message taking Active listening skills on the phone Factors of voice to add impact Tactics and tips to cope with anger and complaints 3 steps to assertive behaviour 5 steps to an incoming call Skill practice to experience the telephone process in practice

Course Outline

Nature of communication
Choosing the most appropriate communication method
Own personal communication style in business dealings with others
Importance of first impressions from the caller’s standpoint
Giving callers the wrong impression
Challenges of communicating by phone
Developing rapport with callers
Factors of good and bad communication on the telephone
The 6 W’s of message taking
Active listening skills on the phone
Factors of voice to add impact
Tactics and tips to cope with anger and complaints
3 steps to assertive behaviour
5 steps to an incoming call
Skill practice to experience the telephone process in practice