Telephone Techniques
A one day fun and interactive programme designed and developed by Donna Bond Corporate Services. This programme will enable those who deal with internal and external customers to have maximum impact on the telephone.
BENEFITS:
By applying the learning gained from this programme participants will be able to:
- Use telephone contact to ensure a great customer experience every time
- Understand telephone etiquette
- Maintain a calm and professional manner when under pressure.
- Manage their emotions when dealing with challenging calls
- Restore customer confidence, turning things around
CONTENT:
- Communicating clearly - using the right method, the right language
- Creating a great customer experience - making the difference
- The power of your voice
- Handling customer, responding to individual needs/requirements
- Ways to manage your emotions
- The use of positive language - words, phrases to avoid
- Personal action plan