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Telephone techniques
1 day

Workshop outline
The telephone, for most organisations, is the key mode of communication with customers and suppliers. Customers often form an impression of the whole organisation based on the quality of one call. This workshop is designed to help staff to handle calls professionally.
Participants learn how to:
  • Sound confident and generate confidence
  • Create a personalised and professional service
  • Handle difficult situations on the telephone

Who should attend?
All administrative and secretarial staff and those who deal with incoming calls.

Workshop content

Session 1
What is communication?
A breakdown of what goes on during a telephone conversation.
What is the most important part of any message?
Session 2
Communication on the telephone: voice, tone, manner, personality - how to compensate for the lack of visual checks
The five parts of a telephone conversation
  • The verbal handshake
  • Getting the message
  • Giving the message
  • Offering help, solutions, answers
  • The farewell
Session 3
Customer expectations on the telephone
  • What do you feel your customers' expectations of your service will be?
  • What will they expect to happen?
  • How will they expect to be treated?
Session 4
Words to choose with care
Using open and closed questions
Using probing, specific and leading questions
Session 5
Preventing problems and dealing effectively with customers
Listening, concentrating, finding the facts, sounding understanding, staying calm, offering or negotiating a solution, putting yourself in the customer’s shoes
Session 6
The power of behaviour - a telephone checklist for offering a professional telephone service
Handling voice mail and answering machines
Session 7
Call planner - opening statement, points, replies and notes, further action, thank you and goodbye
Session 8
Teamwork and action planning
  
   
     
       
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