Very interesting and gave a new insight into how meetings are run and conducted

MANAGEMENT & PERSONAL DEVELOPMENT

Thanks For Your Call… How To Be More Effective When Making Calls And Handling Incoming Telephone Calls

‘I’ve got a problem and you're going to solve it! ’

I'm sure everyone has a story of dealing with a difficult caller. No one said handling upset callers was easy. Communicating effectively with customers when receiving calls, requires a combination of common sense, careful thought and a mastery of techniques for controlling and managing incoming calls.

Sales opportunities, confirming arrangements, customer satisfaction and retention issues are just a few reasons for making an outbound call. Individuals who make an outbound call are in a strong position because they know their purpose in calling and can quickly and effectively establish rapport.

Aims of workshop

During this telephone training session, participants will learn how to deal with many types of inbound and outbound calls, understand the caller's perceptions (and your expectations), explore effective communication techniques and how to handle angry, difficult and upset callers.

Calls will be recorded for ‘training purposes!’ During the workshop there may be an opportunity for participants (if they wish) to handle equipment and make training calls and listen to recordings of their calls. Taped role plays enables participants to hear what they convey to their customers - um, ah, errr, slurp, chew, chomp, hmm!

Objectives

At the conclusion of the workshop participants should be able to:

• Describe what makes an effective telephone communicator
• Describe ways to achieve a good first impression and build rapport quickly and effortlessly
• Identify language and technical communication difficulties with a variety of individuals ranging from the grandiose to the the timid
• Demonstrate techniques on how to handle situations in which individuals have different perspectives

Workshop Programme

Participants are introduced to a range of subjects drawing on:

• How to manage and control the stages of the incoming call
• Dealing with other people's frustrations, personal abuse and swearing
• Tone, pace, inflection: how you say it is more important than what you say
• Avoiding mixed messages, voice mail hell and playing telephone tag
• How to alienate people on the phone
• The arts of questioning and effective listening
• Planning the outgoing call
• Helpful words and phrases to help you get what you want and need
• Mobile phone etiquette
• Tips for the phone-phobe