Course Introduction
We will use this part of the day for introductions to the participants, a discussion of what will be covered in the workshop, and setting learning objectives for students.
Topics covered in this course
The Importance of Effective Telephone Communication Then participants will analyse the research of Albert Mehrabian on communication, how it impacts telephone conversations, and the importance of body language in such phone calls.
Techniques for Verbal Communication
We are going to talk about understanding.
Let us consider the four Es of the telephone voice, which we can use to develop a customers service image.
Providing Excellent Customer Service
Throughout this session participants can create key sentences that will help them to better communicate with clients.
Active Listening Skills
In this session attendees will acquire techniques, for listening and maintaining focus during interactions.
Asking Appropriate Questions
They will see in action the power of questions – open, closed and even ones that could be left until later. They will learn some persuasive ways of probing and, armed with those skills, they will be able to engage with – and aim at – their audiences in order to build a result.
Say No
We’ll be discussing the differences between open ended and closed ended questions in this session so that you can become more adept at probing. All being said and done, we’ll be finding the means through which we can make conversations run more smoothly.
Phone Sales
Join us today to learn how to engage your customers and close sales on the phone! We’ll focus on techniques that make every call memorable. Message Taking In this session we will be looking at aspects of TAKING MESSAGES. At the end of the session each member will also make a REFERENCE SHEET which they can keep at their desk.
Avoiding Voice Mail Jail
In this session, you will experience various techniques used to leave voice mail messages.
You will receive tips from the experts.
You will also have hands on practice.
Mastering Your Voice
Practice your social skills in this session where participants will be able to brush up on their communication abilities.
Cold Calls and Warm Calls
Learn about both types of calls (cold calls and warm calls) and also find out how to maximise your performance in each. Crafting a Script Today’s session will provide an opportunity to draft a script to improve your results when cold-calling. Use scripts and you will increase your chances of a successful outcome with sales!
Perfecting Your Script
You will also learn how to adapt the scripts to your own purposes and situations, and how to use FAQ sheets as aids in different circumstances. Going the Extra Mile Discover strategies to reach your maximum potential.
Find out how you can deliver impact effectively.
Because of this, participants can create an engaging experience for the customer when they are able to relate to them at a deeper level.
Customer Evolution
In this webinar, we’ll cover the changes in customer demand and expectations over the past 20 years; how to keep up with evolving customer needs.
Mastering Negotiation Skills Techniques
We begin the second part of this session by giving call centre personnel the skills to negotiate better and succeed more frequently.
Learn about four ways you can become a more effective negotiator!
Beyond a Phase Participants will understand the power dynamics of negotiations, what and how to negotiate, and come out with the four phases. Unique ways of going about this important practice.
Creating Memorable Moments
In this session participants will learn how to have a memorable engagement with clients and customers. They will learn ways to make an impact on their experience.
Tips for Handling Challenging Callers
You’ll learn techniques for dealing with all sorts of customer contact, so Don’t delay: Enquire now about a session to unlock the secret to communication skills with callers!
Managing Difficult Customers Delegates!
Do not allow those challenging customers to get the better of you! In this session you can learn pragmatic strategies in handling tough situations with customers. Join us in our session to learn nine tactics that will help you to master such challenging interactions with customers. On top of that, also learn how experts tend to react when faced with difficult language and behaviours.
Phone Tag and Getting the Call Back
Today, navigating the office can be challenging. But thanks to technologies that connect teams and create universally available office hours, employees now have new avenues to reach decision makers.
This workshop begins to answer the question: how can we ensure the message gets across and that phone tag can become a thing of the past.
This is My Mentor Skills learnt will be able to be applied in practice through participation in an on-line ‘case study’ experience. Imagine… you are involved in the case.Now you are there, up close and personal… Let’s fine tune your skills! Stress Busting Feel the stress-reducing effects … During stress reduction training, participants learned to identify and use specific coping techniques that work best for them. Now see the effective reduction of life stresses! News from Within What we will be looking into in this session is how calls are distributed in a call centre and and how the process is managed to achieve optimal results.
Workshop Wrapping Up
At the end of the workshop, participants will group up. Participants will compose interactive review activities for each other. We will review and consolidate all the exercises that we learned before we part company.
