A one-day programme for all telephone users who hold the reputation of the company in their hands.

Objectives

As a result of attending the course participants will be able to:

• Understand the image they create for the organisation
• Respond effectively to incoming calls and recognise sales opportunities
• Identify professional techniques and standards for incoming/outgoing calls
• Communicate clearly and positively on the telephone
• Use a range of techniques to develop more and better relationships with customers
• Deal positively with customer complaints and use them as opportunities to reinforce business relationships for the future
• Make their approach more customer friendly

Content

Topics will include:

• Reviewing first impression skills
• Developing a customer orientated approach
• Understanding the pivotal importance of the receptionist
• Communication on the telephone
• The importance of a professional approach at all time
• Use of words and tone of voice
• Awareness of how our behaviours and attitude affects others
• Customer care – who are our customers
• Professional telephone behaviour
• Essential telephone skills – listening, questioning
• Controlling calls using an assertive approach

Training Methods

A combination of formal content, exercises, recorded role-play activity, feedback and analysis.