Training

Enhanced Communication Skills For The Telephone

• Answering the telephone and handling calls in a consistent way. So that your customer feels welcomed and confident in your Team.
• Understanding and managing first impressions. Your people have just a few seconds to make the right impression.
• Listening skills. Hearing the problem from the customer's point of view.
• Structuring questions in a very non-aggressive way. This means that you get all the information you need without the customer feeling that they're being interrogated.
• Understanding the importance of ownership.
• Building a bond over the phone. Those little things that tell the customer you really care and understand
• Dealing with difficult calls, complaints and angry calls.
• Remaining human. This is especially important. Your customers want to deal with real people - not machines or people that sound like they are reading a script.
• The basic psychology. Rather than simply telling people how to do it, we prefer to help your team understand why it should be done in a particular way. Once people have this understanding it becomes much easier to commit to the new system. This is also an important part of breaking old habits.

My Guarantee

All of my work comes with My Unique Money Back Guarantee: I ask you to pay in advance but, if on the completion of the programme, you are not completely satisfied that you have had value for money, I will immediately refund your investment in full!