A majority of your organization’s customer contact may be on the telephone and it may be your customer's first method of contact. Making a good impression on the telephone is therefore essential to your organization’s success.
Bill Lampton, Ph.D., in the article “ How to Make A Strong First Impression ", states, “ We only have from seven to seventeen seconds of interacting with strangers before they form an opinion of us.”
Don't let staff leave a bad impression upon customers. Give them the telephone skills needed to impress customers on the telephone.
Course DescriptionWith the help of worksheets and role-playing exercises, the Telephone Skills e-workbook and group training package will teach:
- How to provide superior telephone customer service
- How to deal with difficult callers
- What customers really want
- How to assess and improve voice quality
- Seven simple ways to improve one’s phone image today
- How to become a better listener
- And much more!
Training Kit Includes
An Instructor's guide to assist you in set-up, presentation and more; an electronic copy of the workbook, and PowerPoint slides to highlight important information
Training Methodology Workbook exercises, PowerPoint slides, and group exercises
Participants 10-25
Learning Time-frame 3-4 hours in classroom environment