Course Description
Phone is probably the most used tool in modern business, but not everyone admits to being confident or totally proficient in their use of the phone. This course is designed to provide tips and techniques in both telephone and face to face skills to handle difficult customers (such as rude, angry or aggressive customers) as part of daily duties. It also covers handling customer complaints; tips for retaining customers and how to diffuse customer conflict quickly and efficiently.
Course Objectives
- Learning how to answer and make telephone calls in a professional manner
- Acquiring the required information to accurately respond to the customer’s calls
- Building rapport and satisfied the customers needs quickly and efficiently
- Constructively responding to a customer’s concern or complaint
Who Should Attend?
- Telephone operators
- Secretaries
- Office managers
- Sales officials
- Anyone who aspires to improve his skills in this field
Course Details/Schedule
- The importance of professional telephone skills
- Importance of professional telephone techniques to the business
- Professional telephone etiquette
- The challenges of telephone communication
- Role of nonverbal communication
- Building rapport and gathering information
- Telephone guidelines when handling a call
- The verbal handshake
- Putting callers on hold, transferring callers
- Effective listening techniques
- Questioning techniques
- Recording information
- Using positive language and taking ownership of call
- Closing the call
- Communicating with customers with different communication styles
- Recognizing different communication challenges
- Main characteristics of communication styles
- Recognizing your own communication preferences
- Adjusting to other styles of communication
- Pre-empting customers’ most frequent concerns
- Responding to customer concerns and objections
- Handling customer complaints
- Handling emotional responses
- Responding to the complainant
- Escalating the complain
