Telephone Techniques Course (Colac) – Expressions of Interest wanted

A phone call is often your customer’s first point of contact with your organisation. It provides you with an instant opportunity to connect with both potential and existing customers and to shape a positive professional perception of your organisation. This program will enable you to focus on the essential and distinct telephone skills that will help you to maximise that first opportunity to interact with your customers.  This course runs for a full day.

Who should attend:

Anyone who wishes to improve their telephone technique, including receptionists, call centre staff and people who use the telephone as a major tool of workplace communication.

What will be covered:

• The differences between face-to-face and telephone customer interactions
• Essential tools and preparing to take or make customer calls
• Creating a ‘wow’ first impression for your customers
• Effective listening and questioning techniques for a quality call
• Modulating verbal communication aspects to connect with customers
• Avoiding common customer frustrations with telephone service
• Managing your customer telephone conversations for time, problem solving, answering queries and objections
• Handling and resolving customer complaints
• Personal commitments to your telephone customer interactions

Cost:
$250 per person, all materials and light lunch provided.