workplace skills
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!" Customer’s expectations of service levels and deliverables are changing. As telephone users we need to constantly refresh and update ideas on how to remain responsive to the needs of various customers. Communicating effectively with customers requires a combination of common sense and careful thought. No one said making calls, handling the phone or irate callers was easy.
During the session, participants will learn how to deal with many types of calls, understand the caller’s perceptions (and your expectations), effective communication techniques and how to handle angry, difficult and upset callers.
At the conclusion of the seminar 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 those with poor English
- Demonstrate techniques on how to handle situations in which individuals have different perspectives
Outline of Programme
Participants are introduced to a range of subjects drawing on:
- Making the outgoing call
- How to alienate people on the phone
- The arts of questioning and effective listening
- Helpful words and phrases to help you get what you want and need
- How to manage the stages of the incoming call
- Dealing with other peoples’ frustrations, personal abuse and swearing
- Avoiding mixed messages, voice mail hell and playing telephone tag
- Mobile phone etiquette
