Enhance Your Telephone Skills
SmartStyle
Duration: 1 Day
£225
(Exc VAT per delegate on a public scheduled course)
Detailed information
| Type: | Training |
|---|---|
| Method: | In a classroom |
| Accreditation: | N/A |
| Prepares for: | Delegates will discover how to make a positive first impression by communicating effectively, relay messages quickly and efficiently and use a variety of questioning and listening techniques. They will learn how to deal with problem callers, staying in control and providing the best level of service possible. |
| Geared towards: | This programme is suitable for those looking to develop positive service skills for dealing with people over the telephone. |
| Requirements: | N/A |
| Internship: | N/A |
| Students per class: | 8 |
Do you need further information?
Contact the person in charge , free and at no obligation, for information on how to enroll, enrollment limit/availability and more.
Course program
Module One - Communication
•Barriers to Effective Telephone Communication
•Rapport Building Techniques
•Left Brain/Right Brain Theory
•Using the Right Words
•Enunciation, Inflection & Emphasis
Module Two - Call Handling
•The Steps to Handling Calls Successfully ◦Preparation
◦Making a Positive First Impression
◦Identifying the Caller's Needs
◦Questioning Techniques
◦Keeping the Caller Informed
◦Last Impressions
◦Follow Up Actions
Module Three - Behavioural Styles
•The Behavioural Matrix
•The 4 Behavioural Styles
•How the 4 Types Vocalise
•Left Brain/Right Brain Theory
Module Four - Difficult Callers
•What Makes People Difficult
•Why We Lose Control
•Taking Responsibility to Fix the Problem
•The Do’s & Don’ts
•Angry Caller Types
•Handling Angry & Difficult Caller Types
Module Five - Essential Skills & Etiquette
•The Correct Process & Protocols
•Tips & Tricks
•Barriers to Effective Telephone Communication
•Rapport Building Techniques
•Left Brain/Right Brain Theory
•Using the Right Words
•Enunciation, Inflection & Emphasis
Module Two - Call Handling
•The Steps to Handling Calls Successfully ◦Preparation
◦Making a Positive First Impression
◦Identifying the Caller's Needs
◦Questioning Techniques
◦Keeping the Caller Informed
◦Last Impressions
◦Follow Up Actions
Module Three - Behavioural Styles
•The Behavioural Matrix
•The 4 Behavioural Styles
•How the 4 Types Vocalise
•Left Brain/Right Brain Theory
Module Four - Difficult Callers
•What Makes People Difficult
•Why We Lose Control
•Taking Responsibility to Fix the Problem
•The Do’s & Don’ts
•Angry Caller Types
•Handling Angry & Difficult Caller Types
Module Five - Essential Skills & Etiquette
•The Correct Process & Protocols
•Tips & Tricks
Do you need clarification regarding the course program?
Contact the person in charge , free and at no obligation, for information on how to enroll, enrollment limit/availability and more.
Course location
- 2nd Floor Orleans House, Edmund Street - L3 9NGCity and Borough of Liverpool (England)
SmartStyle
Recognised as one of the UK’s leading providers in the field of learning and development, SmartStyle ensure that organisations get the most from their people, their technology and their investment in both.
Delivering bespoke and “off-the-shelf” IT, business skills and professional development training, SmartStyle provide organisations across all sectors, a one stop solution for their learning and development needs, from our centres in Bradford and Liverpool.
Working in partnership with our clients, we identify real needs, aligned with organisational objectives and match innovative learning interventions to those needs - getting the right skills to the right people and delivering maximum return on investment.
Delivering bespoke and “off-the-shelf” IT, business skills and professional development training, SmartStyle provide organisations across all sectors, a one stop solution for their learning and development needs, from our centres in Bradford and Liverpool.
Working in partnership with our clients, we identify real needs, aligned with organisational objectives and match innovative learning interventions to those needs - getting the right skills to the right people and delivering maximum return on investment.