TELEPHONE TECHNIQUES

A 1 day course to help you use the telephone to your advantage...

The telephone is the basic tool of the modern white collar worker. Some people have a professional presence on the ‘phone. Others falter.

Are you uncomfortable on the telephone? Do you get nervous and speak too fast? Can you explain yourself clearly? Are you asked to repeat yourself? Do you spend a lot of time on the telephone? Is it important in your role to provide efficient and professional telephone contact - with the public, your organisation’s clients, other team members?

This program teaches key skills to ensure that you can use the telephone to your advantage. Practical examples are used to help you apply skills to your workplace.

Key Learning Points:

• Telephone irritants - which key things contribute to customer dissatisfaction?
• Answering the telephone - preparation, greetings, multiple calls
• Listening skills
• Taking responsibility for good customer service
• First impressions
• Handling difficult customers
• The importance of preparation
• Positive attitude – can-do phrases
• Action plan

Facilitation

Our trainers are effervescent, with years of experience in customer service and sales roles. They use a range of training methods with a strong focus on incorporating different learning techniques to ensure the success of each training event. Our training is highly interactive. Small class sizes allow for maximum learning. Personal coaching is available.

In House Delivery

We can come to your organisation and tailor the program to meet your people's particular needs. Teamocracy also has a range of customer service programs and other communication skills programs. Each of these can be tailored to suit your people's skills level and type of work. We have helped organisations from a wide range of industries. Please call the office on 07 3264 5864 to discuss your requirements.

For further information about Customer Service skills training, feel free to contact our customer service expert, Debby on 07 3264 5864 or email her at debby@teamocracy.com