Telephone Skills Training
Improve your skills while talking on the phone and handle your customers’ requests properly. Learn how to start, maintain the conversation and end a phone call in a professional way.
This high-energy training combines the best in corporate training with the best in personal motivation. Throughout the program, participants discover that it is truly up to them to make a difference and that each call can be a huge opportunity for success in the business.
The program focuses not only on the people but also on the skills set professionals need to connect better with customers and provide an exceptional customer experience. Participants will learn that by empathizing, taking ownership of customer’s issues, and using customer-centric strategies to solve business challenges they will create customer loyalty and build customer-centric bridges.
Topics to be covered
- Attitudes, skills, and knowledge
- The professional customer service agent skills set, mindset and customer knowledge
- First impressions and opening the phone call
- Characteristics of high performing service providers
- Logic and emotion when it comes to buying or continuing to use a product or service
- Are you an expert?
- Active listening
- Use the power of questions
- Use best-practice telephone customer care techniques
- Find out your personality style
- The communication styles model
- Dealing with different caller personalities
- Last impression
- Ending the call on a high note
AFTER COMPLETING THIS TRAINING PROGRAM, YOU WILL BE ABLE TO
- Learn how to start, maintain the conversation and end a phone call in a professional way.
- List the attitudes, skills, and knowledge required to be a professional customer care representative.
- Create stronger connections with customer and enhance their personal communication.
- Explain the basics of customer psychology, rapport building, and adapting their communication styles for positive customer interactions.
- Explain how their role is instrumental in delivering a high performance customer focused environment.
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