MAKE EACH CALL MATTER - Effective Telephone Techniques - how to create impact and build rapport with callers 

A FULL DAY interactive workshop. New dates coming soon: Sheffield / Doncaster / East Midlands. Or book your own tailored course - delivered on your premises

MAKE EACH CALL MATTER IS A FULL DAY PRACTICAL WORKSHOP DEVOTED TO ENHANCING YOUR REPUTATION THROUGH YOUR INCOMING CALLS

If your Business receives telephone calls and especially if you actively encourage customers to phone you (such as direct selling) you and your staff will greatly benefit from this full day workshop.  

This practical (without any embarrassing role play) FULL DAY workshop demonstrates how the effect of correct telephone techniques can both enhance a Company’s reputation as well as its profitability.  

It is especially suited to those who have some experience in using the phone at work and wish to further brush up their skills. It is also ideal for anyone who has limited experience in this area and wants to learn more about how to manage calls – both internal and external - more effectively 

PLEASE NOTE: this is not a ‘how to sell using the phone’ workshop – click here for 'EXCELLING IN TELEPHONE SELLING'


'Very informative and well structured throughout the day. The tutor was very knowledgeable and friendly'

Arran Bradley. Integral Network Solutions. UK
www.integral-networks.co.uk


Course format:
The workshop uses a mix of interactive discussion, practical exercises and technique coaching to provide delegates with practical skills on the effective use of the telephone at work (both inbound and outbound) as well as a good understanding of the importance of creating a positive first impression.

The workshop is supported with an 83 page resource manual, relevant and pertinent shared exercises and a FREE phone / e-mail HELP LINE for as long as required. We actively encourage delegates to take the course tutor home with them.  This practical FULL DAY workshop shows how the effect of correct telephone techniques can both enhance a Company’s reputation as well as its profitability.

It is especially suited to those who have some experience in using the phone at work and wish to further brush up their skills. It is also ideal for anyone who has limited experience in this area and wants to learn more about how to manage calls – both internal and external - more effectively

The workshop is divided into THREE PARTS. Each session dealing with a specific aspect of EFFECTIVE TELEPHONE TECHNIQUES

Part One:The advantages and disadvantages of using the phone at work
In this session, we gain a real understanding why callers call you. How often have you been on the receiving end of an insensitive, unhelpful assistant?

How often do companies lose a customer because the telephonist was distracted or cold or put callers on hold for too long?  

Or put it another way, how often has your organisation gained business because an enquiry was dealt with in a positive friendly way? 

During this first session, we will also consider some of the factors that can affect the relationship callers have with your Organisation. For example: 

• Need - do they need you as much as you need them
• Choice - is there anywhere else they can also get what they want?
• Supply and demand - do you have what they want, or do they want something you cannot provide? 

·         The advantages / disadvantages of using a phone at work -  

·         Transferring calls – how to efficiently transfer calls between colleagues / departments (especially useful when the caller has been transferred to the wrong department / person)
 

·         Taking and transcribing messages / using voicemail 

·         Assertiveness in action – your rights as a telephone user. The 3 caller behaviours (self completion exercise) 

·         The Call structure – the procedure for taking inbound calls using the 5 G’s