“The telephone is the life-line of any business. Often, the first contact a customer has with a business is through the telephone”
Purpose
To improve telephone skills at a call centre. Telephone skills are very important for a successful career in customer service and sales. This is especially true in a call centre environment. Call centers can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills.
Workshop Content
- Projecting a Professional Image on the Telephone
- Service Focused Language
- Improve Voice Quality
- Opening the call with a smile:
- Putting the customer at ease:
- Understanding the customer’s needs:
- Offering an appropriate solution
- Closing the call
- Simulation of Call Flow Practice
- Handling Difficult and Angry Callers
Format
- 2 day workshop
Learning Outcomes
- Handle extremely difficult situations like:
- Escalated Calls
- Calls by the Collections Team
- Calls from Countries with Different Cultural Background
- Difficult callers
- Increase customer loyalty by applying customer delight elements