Telephone Skills Training | Telephone Manner Course in London. Home > > Customer Service Training > > Telephone Skills Training Telephone Skills Training Introduction. How staff conduct themselves on the telephone speaks volumes about an organisation’s professionalism. Get it wrong and they may create a bad impression and even lose clients; get it right and they’re helping to promote the brand, get the customer on board and even spread the word about a business’s exceptional service. This course teaches people how to communicate in a manner that inspires the confidence and trust of a caller, and gives the best possible impression. Who Should Attend?• Employees and individuals who would like to adopt a more confident, structured and positive approach to telephone conversations with customers.• Suitable for staff who talk to customers and co- workers. Learning Outcome• Discover ways to create a positive impression with customers, every time.• Follow simple step- by- step techniques for common customer scenarios, so you feel confident during any customer interaction.• Learn how your voice, listening skills, posture and other advanced techniques help create the right impression.__________________________________________________________________________ Course Topics. Scheduled Course topics are coloured black. ![]() ![]() In- house Training is tailored to your needs so you can choose any of the topics listed below plus you can combine topics from any of our courses to create the perfect learning solution. Professional Telephone Manner and Etiquette - Best- practice techniques for creating a positive impression with customers. The fundamentals. Introduction to Telephone Techniques Clarification Techniques Overcoming Language Barriers. Work at home or Remote hire Virtual Assistant Positions that are most recently added, immediate hire virtual assistant jobs are listed here. Updated weekly. £15,400 per annum Colwick. Our client is looking for a warm and outgoing individual to join a highly motivated and service driven team, providing excellent customer. Contact Volkswagen Customer Service. Find Volkswagen Customer Support, Phone Number, Email Address, Customer Care Returns Fax, 800 Number, Chat and Volkswagen FAQ. ![]() Managing Silences. Creating Professional Voicemails (In- house training only)Leaving Professional Voice Messages (In- house training only)Closing / Moving Conversations Forward Politely (In- house training only)Structuring Telephone Conversations - You really need a plan. By following a set structure, while also showing flexibility, you can effectively manage any telephone interaction. Each of these Topics examines some common scenarios and offers step- by- step guidance. Professional Greeting Screening Calls Placing Callers on Hold, Transferring Calls and Handling Transferred Calls Handling Unsolicited Sales Calls Assertively Effective Message Taking Closing Calls Answering a Colleague’s Telephone Professionally and Dealing with Calls to the Wrong Department (In- house training only)Five Step In- Bound Call Structure (In- house training only)Five Step Outbound Call Structure (In- house training only)Screening Calls on a Switchboard (In- house training only)Telephone Communication Skills - Advanced verbal and non- verbal methods that help turn even difficult interactions towards a positive outcome. Voice Factors Physiological Techniques to Enhance Communication Advanced Language Skills Active Listening Skills. Effective Questioning Matching Language Techniques (In- house training only)Choosing the Correct Communication Channel (In- house training only)__________________________________________________________________________ Delivery Style• Interactive practicals including group discussions, role- plays (in small groups), and case study examples.__________________________________________________________________________ Learning Formats. Option One: Tailored In- house Training (Suitable for Groups of Staff) • Our Approach: A comprehensive seven- step approach enables us to identify your requirements, and then carefully tailor course topics and post- training reinforcement support tools to suit your needs. Length: Tailored to your needs – bite- sized 9. Locations/Availability: Delivered at your premises, or a venue of your choice in the UK or anywhere in the world (where appropriate). Training is available seven days a week, and there is no additional charge for weekend training.• Group Size: Flexible. Discuss your requirements with one of our experts. Call 0. 80. 0 1. 21 4. Option Two: Scheduled Courses (Suitable for Individuals and Small Groups) • Our Approach: Learners and their line manager (where appropriate) complete questionnaires prior to the course, to establish key development areas. Learners complete personal action plans throughout the course to support the post- course reinforcement of new skills.• Length: 1 day (9. Locations / Availability: Regular courses in London (dates listed below).• Group Size: Average of just six Learners per course (maximum of eight), led by experienced Trainers in a friendly learning environment. Because of the low numbers, plenty of personal attention is given to each Learner.• Refreshments: Lunch and refreshments are provided.• Awards: Certificate of Training presented on completion and course manual included. London Training Centre: 2. Mercer Street, Covent Garden, London WC2. H 9. HD. Special Offers: Multiple bookings discounts are available and we also offer discounts for Charities and Social Enterprises.
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