TELEPHONE ETIQUETTE
This workshop is for call center agents helping them to; improve confidence, increase sales, gain new customers and retain clientele. The workshop is also doe call center management and staff.
Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.
THIS COURSE IS MEANT FOR:
Call centers who want to:
-
Improve service excellence.
-
Improve employee confidence and job satisfaction.
COURSE HIGHLIGHTS
Aspects of Phone Etiquette
Phrasing
-
Phrases for Dealing with an Angry Customer
-
Phrases for Advising a Customer
-
Phrases for Making a Process Sound Easy
-
To Upsell (To Sell Other Areas of the Business)
- To Show Your Willingness to Help
- To Make a Customer Feel You Are Their Partner in Solving a Problem,
- To Make a Customer Feel Special
The tone of Voice
- How to use your voice to create the right emotions
- Some of the most common challenges when it comes to the tone of voice
Speaking Clearly
- Improve your telephone conversation techniques
Listen to the Caller
- Effective call center listening skills
Using Proper Phone Language
- What words and tones to avoid
- Eliminate Phone Distractions
- Minimise Multi-Tasking. Remove Office Distractions
- Do Not Let Others Interrupt
Inbound Calls
- What to avoid in inbound calls
- How to effectively introduce yourself
Outbound Calls
- The effective outbound call
Handling Rude or Angry Callers
- Discover the right words and phrases when dealing with an angry caller
COURSE INCLUDES
- 12 Workshop Hours (2 days)
- John Maxwell Trainer
- Certified Executive Coach (University of Cape Town)
- High-Quality Powerpoints
- Participating Workbooks
COST
- R15 000.00 per day (less than 9 delegates)
- R1899.00 per delegate (10 or more delegates)
(This course can also be customized according to the organization’s schedule and preferences).
PRAISE REPORT
Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.
