Telephone Skills Training

Course Overview

To begin with, we will start with a session of icebreaker in which we can know each other, and thoughts on what is going to be done. Participants can also mention their goals to be achieved at the end of the day, thus creating an environment for self-driven learning.

Topics covered in this course

Providing Effective Client Service

Through the workshop, they will explore ‘the ten commandments’ and ‘the seven deadly sins’ of commercial behaviour, and learn communication techniques, leadership skills and how to understand the role that the smallest details can play when providing customer service. Following these guidelines will ensure that participants leave with enough knowledge to improve their companies or services by at least one point on the Richter scale.

Your Personality/Your Telephone Voice

Participants will step through time beginning with telecomm from the 1800's through to today's 'communication' tools to see a step by step model of communication and 4 other aspects that help make good phone calls.

Building Trust with Your Clients

The course teaches them not only how to make an impression on the person sitting across the desk from them. it teaches them to influence the outcome in every interaction.

Overcoming Phone Communication Barriers

In today’s session I want participants to be able to move beyond five barriers, and gain insights about the power of words and possibility, to succeed in any position!

Effective Inquiry

Learn how to ask questions that generate dialogue and encourage discussion. This session will give you a selection of tools for navigating conversations.

Handling Difficult Clients

Here’s your challenge: Brainstorm ways to keep difficult clients on track while not getting annoyed, negative or pessimistic. Oh, and also keep them on topic. Hey, I warned you this was gonna be tough! Brainstorm positive approaches to keep yourself upbeat and on track during difficult conversations.

Preparing Yourself

Welcome to this session, which will explain how to handle telephone calls. Each individual will learn how to deal with enquires, guide conversations, and effectively make calls, ensuring each caller has all their problems dealt with.

Wrapping Up the Workshop

Participants will not walk away from the workshop with knowledge. Furthermore, please take time to put your ideas into action! This is your opportunity to ask any questions and create a plan, to succeed.