1-Day Course on Mastering the Art of Professional Phone Conversations. Suitable for Employees, Call Centre Staff, Customer Service Personnel and Anyone Who Uses Phones Regularly
Telephone calls play an important part in our everyday communications in both personal and professional roles. Phone conversations deny us the benefit of making eye contacts or observing others body language to make our interaction more effective. Therefore it is of outmost importance to learn the skills necessary for handling a professional phone call and avoid misunderstandings and unnecessary challenges.
The rise of telephone services provided in global call centres and the expectation of consumers to get a good service no matter where they call has resulted in an ideal “etiquette”. This etiquette must be followed and mastered by anyone who relies on telephone conversations as a mean of communication with customers or colleagues. With the popularity of mobile phones people are now available almost anywhere and at anytime and knowing how to handle phone calls has become more important than ever before.
This course contains a lot of materials that covers different aspects of holding conversations on the phone. Participants will learn how to handle angry or demanding callers, how to establish rapport, how to obtain information or provide it and how to structure their sentences to get maximum results. The course is suitable for handling business or office phone calls, customer service or sales departments and call centres.
The course is packed with examples, case studies and conversations capturing both professional and suboptimal conversations
The best way to learn telephone skills is by example and therefore this course is packed with examples and exercises to help delegates understand how to handle various challenging situations. The course contains examples on both good and unhelpful phone conversations to familiarise participants with different responses and help them understand ways of dealing with a variety of possible situations.
As with all Mind Plus courses, this course heavily relies on Accelerated Learning principles which facilitates the transfer of knowledge as efficiently as possible. The course comes with comprehensive trainer guidelines, workbook and exercises which will help trainers to easily setup an effective learning environment.
In this highly practical course delegates will learn:
How to Serve People on the Phone
What is it that callers are looking for?
What do you want?
What people don’t like about phone conversations?
How to Establish Rapport
How to connect to callers emotionally
How to control your tone of voice
How to be emotionally skilled
How to Obtain Information
How to ask efficient questions to get maximum amount of information
How to minimise misunderstandings
How to ask probing questions
How to Provide Information
How to present data or guidelines so a customer can easily follow and understand
What not to do when providing information?
How to Hold Telephone Conversations
What are common situations you need to handle when on the phone?
How to open phone conversations
How to answer phones
How to close a phone conversation
How to put on hold
How to transfer
How to pick up someone else’s phone
How to Control Your Tone and Your Content
How to structure your sentences
How to get around the lack of body language signals
How to talk with an appropriate rate of speech
How to Deal with Common Scenarios
How to respond to angry, demanding or other types of callers
What strategies can you use when you encounter difficult situations?
How to Listen
How to exploit the power of listening skills
How to show that you understand a callers request
Audience: Anyone Prerequisites: None Course Duration: 1 Day