Telephone Technique
Starting dates and places
This product does not have fixed starting dates and/or places.
GBC Learning & Development offers their products as a default in the following regions: Kingston, London, Oxford, Peterborough, Portsmouth, Reading, Salisbury, Southampton, St Albans, Surrey, Sussex, Westminster
Description
This course is highly interactive and participative with a small group and experienced trainer.
This training has been designed for team members who use the telephone as a key part of their job to both internal and external clients and who would benefit from some additional strategies and techniques to help them handle all types of calls with confidence.
• To understand the importance of how we use our voice - tonality
• To clarify what to say and what NOT to say
• To learn effective questioning techniques to ensure you understand the callers needs
• To gain the skills to handle phone calls with confidence
• To produce some strategies for making any changes happen
Introduction and priority setting
- What will we cover today?
- What do you want to achieve today?
Feelings, attitudes…
Frequently asked questions
There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.
This course is highly interactive and participative with a small group and experienced trainer.
This training has been designed for team members who use the
telephone as a key part of their job to both internal and external
clients and who would benefit from some additional strategies and
techniques to help them handle all types of calls with
confidence.
• To understand the importance of how we use our voice -
tonality
• To clarify what to say and what NOT to say
• To learn effective questioning techniques to ensure you
understand the callers needs
• To gain the skills to handle phone calls with confidence
• To produce some strategies for making any changes happen
Introduction and priority setting
- What will we cover today?
- What do you want to achieve today?
Feelings, attitudes and motivation
- Keeping in the right frame of mind
- Accentuate the positive
It's not what you say, it's the way you say it
- Your vibrant voice
- How tone influences and affects the other person
- Pacing and pausing - when silence is golden
Telephone Exercises
Listening skills
- Am I really listening?
- What stops me listening properly?
Effective questioning
- Different types of question
- Finding out what the caller really wants
Handling tricky and difficult calls
- What to say and when to say it
- What not to say
Telephone Exercises
Conclusion and action plan
- Recap and summary
What will I change when I return to work?
Share your review
Do you have experience with this course? Submit your review and help other people make the right choice. As a thank you for your effort we will donate £1.- to Stichting Edukans.There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.