DVD: Effective Use of the Telephone

R1,995.00

The telephone is neither good nor bad. Properly used, it can be an enormously powerful tool. Badly used, it can lose us customers in less time than it takes to say “please hold.” People who use the phone as their primary means of communicating, are often perceived as rude and uncaring. They often show little or no empathy with their clients. This programme shows how to correct this, to make “Telephone Super Stars.”

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Description

Target Group

All staff who rely on the phone as their primary source of contact with clients.

Objectives

To improve attitude to both clients and the workplace. To develop practical telephone skills and improve inter-personal skills.

Course Content

The telephone is often the first and most significant “window” that customers are presented with. By making a great impression on the phone, we have a far better oppurtunity of converting queries into business. This programme shows how.

  • Improve self esteem.
  • Basic understanding of the three emotions.
  • An understanding of assertive behaviour.
  • Dedication to professionalism.
  • Personal image.
  • What is a client?
  • Whose responsibility is it? …. “It’s not mine…” Work group building..
  • What is a telephone?
  • First impressions.
  • Analysis of the different types of calls.
  • Having the right tools available at all times.
  • Tele-scripting.
  • How to address people.
  • Are you talking to the right person?
  • Using negative or multi-meaning words and jargon.
  • Non verbal usage and problems.
  • Voice control.
  • Tele-manners. Time on hold. Who’s calling?
  • Do not transfer until needs are established.
  • Promise to call back – and do it.