Telephone Techniques
One of VECCI’s Business Excellence courses
Why we developed this program
A phone call is often your customer's first point of contact with your organisation. It provides you with an instant opportunity to connect with both potential and existing customers and to shape a positive professional perception of your organisation. This program will enable you to focus on the essential and distinct telephone skills that will help you to maximise that first opportunity to interact with your customers.
Who should attend
Anyone who wishes to improve their telephone technique, including receptionists, call centre staff and people who use the telephone as a major tool of workplace communication.
What will be covered
- The differences between face-to-face and telephone customer interactions
- Essential tools and preparing to take or make customer calls
- Creating a 'wow' first impression for your customers
- Effective listening and questioning techniques for a quality call
- Modulating verbal communication aspects to connect with customers
- Avoiding common customer frustrations with telephone service
- Managing your customer telephone conversations for time, problem solving, answering queries and objections
- Handling and resolving customer complaints
- Personal commitments to your telephone customer interactions
This course can also be tailored to your exact requirements and can be delivered onsite at your premises. For more information call VECCI on 03 8662 5333.
Current scheduled course dates are as follows: (click on the course code to register online or call 03 8662 5333).