Effective Telephone Communication
How do you balance answering calls, asking the right questions, giving information, transferring calls, dealing with angry callers, and still remain a calm and professional person? Want some tips on how to achieve this balance? Then come along to this workshop and we'll share with you great ideas, tips and techniques to ensure your telephone management role is the best in the organisation. With the right training your staff can not only avoid these poor practices, they can create a very positive image of the organisation in the mind of the caller. In this program we show your staff how to really win your customers over the phone.
What will the program cover?
- How do you rate your current telephone skills?
- What does it really mean to be a professional on the telephone?
- What are the best ways to create a positive image on the telephone?
- What techniques work best when dealing with verbose, angry and abusive callers?