Communication
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