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Introduction:
Most of us have horror stories about the use of the telephone. We have all rung organizations who switch us between departments with little explanation, where staff have no idea what they want or how to treat us sensibly.
Such ineffective use of the telephone leads to organizations losing millions of pounds through lost customers and wasted time.
There are simple approaches which can enhance the experience of your customers and potential customers, whether they call you or are called by one of your staff.
This course is an essential for any organization which wants to present a positive image to the outside world.
Aim:
To improve the ability of organizations to present themselves well to the world when using the telephone.
Participants:
Every member of staff who picks up a telephone.
Objectives:
By the end of the course participants will be able to:
- Understand the importance of good use of the telephone for organizations;
- Project a positive image of the organization when using the telephone;
- Reduce wasted time on the telephone through better organization and planning;
- Turn complaints into a positive experience for both customer and organization.
Content:
- Understanding the needs of the customer.
- Why your voice matters: sounding confident, caring and helpful.
- The incoming call: what the customer wants and what they get.
- When you have to pass the call on.
- Handling complaints and awkward callers.
- The outgoing call: preparation to achieve better results.
- Personal commitment to quality and service.
Style:
Highly participative, mixing expert input with group and individual discussions and exercises.
Duration:
The course lasts for one day.
Note:
Participants will have ample opportunity to practice the techniques.
Dates and Times
Delivered on demand at client's venue
09.30 - 16.30 or times to suit
In-House delivery
Our in-house course fee is £950 + VAT for up to 12 candidates. We will agree any other charges (room hire, trainer's travel costs, catering etc) with you before you make your booking.
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