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LABS Redefining the National Youth Service Corps
a proposal
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| Telephone Techniques |
Millions are lost every year by poor handling of telephone enquiries. Customers who are well handled will call again and bring more business.
Most poor technique is not through indifference, rather a failure to see things from the customer’s perspective. As such it is relatively easy to bring about substantial improvements by application of the techniques taught on this course.
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After this training course, delegates will be able to:
- Identify the advantages and disadvantages of using the telephone
- Create a positive impression with clients and customers
- Develop relevant skills in communicating technical information efficiently and effectively over the telephone
- Develop listening skills to help them understand what the customer is saying
- Understand what the customer really thinks and measure their satisfaction
- Use voice control to maximise effectiveness
- Deal with enquiries, complaints and take messages quickly and effectively
- Deal with customer dissatisfaction
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