TELEPHONE TECHNIQUES

The telephone is probably the first contact a customer has with your company. It is an important tool that provides the means by which business is delivered to your door. However, in the wrong hands it can cause great damage to your business. The telephone enquiry is an opportunity, not a guarantee of business and it is amazing how quickly we form an impression about a person or company when our telephone call is answered.

Customers who are treated well will call again and bring you more business and most calls could be handled better if staff were taught to see things from the customer’s perspective.

Our telephone techniques course will enable staff to develop skill that will ensure they make the most of each opportunity available from each enquiry.

Course objectives/key benefits:

The importance of your telephone skills. Your attitude, stance and mind set. How to sound effective, efficient, confident and pleasant- all the time. How to use different techniques to put customers in a state of contentment. Effective listening and effective message taking. Introduction of anchor words that reinforce trust and rapport. Recognise ‘visuals’, ‘auditories’ and ‘kinesthetics’ and how to talk to them in their own language and thoughts. How to model people and develop a subconscious rapport. How to deal with complaints empathise /apologise. Memory techniques to improve product awareness and even recognise your customer’s voices.