EFFECTIVE TELEPHONE TECHNIQUES

Designed for anyone who has a desk and a phone

Workshop Objectives

• Understand the elements of successful telephone communication and improve skills in this area

• Improve listening and Speaking skills over the phone

• Recognize each customer's unique telephone behaviour and tailor behaviour accordingly

• Identify their own stress triggers and develop action plans to overcome them

• Learn how their own body language can improve tephone communication with customers

• Understand the importance and impact of the telephone as a sales and service tool

• Learn effective telephone techniques through live call role plays

Workshop Modules

• Customer Behaviours

• Active Listening

• Articulate Speaking

• Dealing with lack of body language on the phone

• Voice Characteristics

• Tone, Pitch, Rate of Speech and Volume

• Stress Management

• Probing Skills

• Calming and Directing angry and irate customers

• Developing a Customer Focus

• Practice and role plays through live call scenarios using actual phone equipment and real life caller issues