Telephone Techniques

Telephone Techniques – “Ringing the Changes”

A Half day Telephone Techniques Workshop.

Objectives:

• By the end of the workshop, the operator will:
• Understand the importance of staff attitudes towards their customers.
• Know how best to communicate with telephone customers and understand their requirements.
• Demonstrate their confidence and competence in dealing with customers.
• Demonstrate good telephone techniques to the organisation’s Performance Standards.
• Understand the importance of good communication in terms of service and image.
• Demonstrate excellent telephone skills through Skills practice.

Content:

•  Objectives, Introductions.
• Talk-Talk Icebreaker Exercise.
• Organisational Customer Policy/ Charter.
• Performance Standards.
• How We Communicate/The VAL Factor.
• “PICTURE” Perfect.
• Listening Techniques.
• Questioning Techniques.
• Call Structure.
• Inbound and Outbound.
• Difficult Calls.
• Problem Callers.
• Skills Practice Exercises.
• Open Forum.
• The Way Ahead- An Action Plan.
• Workshop Evaluation and Close.