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Effective Telephone Techniques To Engage And Influence Customers

Effective Telephone Techniques To Engage And Influence Customers

Duration (Days)

2

Overview

This course is designed to polish professionals skills in handling all telephone calls effectively and professionally to generate the confidence and respect of customers.

Objectives
  • Project a professional image on the telephone.

  • Understand the elements of effective telephone communication.

  • Build rapport and trust on the phone with customers.

  • Recognise customer’s telephone behaviours and respond accordingly

Course Outline
  • Projecting a professional image

  • Right impression of self and company

  • Customer service essentials

  • Effective telephone communication skills

  • Pre-planning sales and service calls

  • Manage call reluctance when communicating with customers

  • Managing In bound service and sales enquiries effectively

  • Common customer frustrations

  • Avoid mistakes

  • Use appropriate language

  • Listening techniques

  • Scripting the right message

  • Effective questioning techniques

  • Asking the right questions

  • Managing difficult situations and complaints

  • Recovery strategies