Day One: 09:30-17:00

Day Two: 09:30-17:00

Morning Session: 09:30-12:00

(1) Creating a Professional Image Over the Telephone

n        Understanding how customers form their impression

n        First and lasting impressions: getting it right!

n        Handling the key stages of the call: achieving seamless service

n        Sounding professional and confident

n        What not to say:  avoiding the image-wreckers

Afternoon Session: 13:00-16:00

(2) Improving Your Telephone Communication Skills

n         Developing your telephone voice

n         Learning techniques that aid clear speaking - articulation, assimilation, rate, pace, inflection

n        Examining the difference between hearing and listening

n        Understanding supportive techniques that enhance listening skills: empathy and understanding

n        Examining techniques: being Courteous, Clear, Colourful, Concise, Consistent, Correct, and Communicative

Morning Session: 09:30-12:00

(3) Controlling the Telephone Process Confidently

n        Making and taking calls: the do's and don'ts

n         Being prepared and beginning the call

n        Sounding confident and helpful: building rapport

n         Dealing with inquiries: getting the facts and controlling the call

n         Ending the call

Afternoon Session: 13:00-16:00

(4) Handling Problems, Upset Callers, and Difficult Customers

n       Developing flexibility: handling every call effectively

n       Dealing with complaints and demanding customers: maintaining a positive approach

n       Resolving problems: identifying a process for resolution