Effective telephone communication

Every day hundreds of people experience your business via the telephone.  That experience translates into positive or negative customer service.  Being put on hold, given confusing information or dealt with in an offhand manner will affect your relationship with your patrons.  This workshop teaches staff the importance of making every telephone contact a positive experience.  It also shows your team how to be professional and productive in a sometimes stressful environment.

Who should attend : This practical and motivational workshop should be offered to meet and greet staff along with members of the reception team.  Supervisors should also attend so they can support staff implementing the ideas from the workshop

Outcomes : At the completion of the program, participants will have a clear understanding of the Telephone Communication Performance standards.  They will be able to answer the phone in a professional manner and deal with a wide range of enquiry calls.  They will also be able to handle complaints with professionalism and understanding.

Methodology : Learning tools used in this interactive workshop include; workbook, power point, role playing, communication games and information sheets

Topics covered in this workshop include :

The importance of a smile
The ten tips to great phone communication
Practical strategies for call management, transferring calls and message taking
Ways of demonstrating understanding and empathy without being face to face
Efficiently dealing with standard enquiries
Handling complaints with professionalism
Time management tips for keeping up productivity and efficiency
The telephone efficiency checklist