About this Course

The telephone is the key mode of communication with customers in most organisations today. The telephone is often your customer's first point of contact with your company. Customers often form an impression of your company from the quality of one call or from the point of first contact. It is essential to understand, not just which techniques can be effective to influence customers but also the advantages and disadvantages of communicating by telephone. 

This course provides participants with the skills necessary to handle all telephone calls effectively and professionally to generate the confidence and respect of customers.

Learning Outcomes:

• Project a Professional Image on the Telephone
  
• Understand the Elements of Effective Telephone Communication
  
• Build Rapport and Trust on the Phone with Customers
  
• Create Impact in Delivering Exceptional Customer Service
  
• Improve Communication Skills when Communicating with Customers on the Phone
  
• Recognise Customer’s Telephone Behaviours and Respond Accordingly
  
• Manage Difficult Situations and Customers on the Phone in a Professional Manner
  

Course Outline:

Day 1

• Projecting a Professional Image – Creating the Right Impression of Self and Company
  
• Customer Service Essentials when Communicating with Customers on the Phone
  
• Effective Telephone Communication Skills to Engage Customers on the Phone
  
• Pre-Planning Sales and Service Calls
  
• Understand and Manage Call Reluctance when Communicating with Customers
  
• Managing In Bound Service and Sales Enquiries Effectively
  
• Common Customer Frustrations when Using the Telephone
  
• Avoid Mistakes that will Affect Sales or Service when Communicating with Customers
  

Day 2

• Use Appropriate Language when Communicating on the Phone
  
• Listening Techniques to Understand Customers Needs
  
• Techniques for Improving Listening Skills to Engage Your Customers
  
• Perfecting Telephone Sales and Service Techniques – Scripting the Right Message
  
• Effective Questioning Techniques to Influence Customers on the Telephone
  
• Asking the Right Questions to Identify and Understand Underlying Customer Issues
  
• Managing Difficult Situations and Complaints from Unhappy Customers on the Phone
  
• Recovery Strategies to Satisfy Unhappy Customers
  

Who Can Benefit?

This course is not only applicable to front line staff but also for Sales and Service Professionals who want to project a professional image when communicating with customers on the telephone. Managers and team leaders of sales and service teams responsible for inbound, outbound sales and customer service will also learn to enable their team members to communicate effectively with customers on the telephone and manage difficult situation.

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