Telephone Communication & Customer Relations (AM session)

Do you know that 90% of all business is conducted over the telephone? The telephone is a powerful public relations tool, and how well you and your colleagues use it can significantly affect your organisation’s success. Every time the telephone rings, it’s an opportunity for increased success, or for disaster, because first impressions can open productive lines of communication – or close them forever.

At this practical workshop, you’ll learn about:

• Correct telephone etiquette
• What kind of attention customers expect
• How to build loyalty with every telephone conversation you have
• How to handle difficult callers and turn them into profitable customers
• How to make every telephone contact a positive experience, for the caller, for yourself and for your organisation

Objectives

• Improve your speaking skills and listening techniques
• Techniques for handling incoming and outgoing calls
• Answer enquiries effectively
• Learn professional telephone phrases
• Handle angry customers and complaints

Key Topics

• Excellence In Customer Service
• Turning customer problems into opportunities to give greater service value
• Creating the right impression
• Effective Communication
• Good and bad elements in speaking
• Selecting and using words more carefully
• Professional Telephone Techniques
• Handling enquiries
• Avoiding causes of irritation and frustration
• Handling difficult requests and complaints