Milecastle Consultancy Ltd

Workshop Outline

This program teaches telephone use to help develop and maintain professional relationships, project a positive company image, and provide reliable service.  It provides exercises and techniques to build speaking skills and develop a positive phone attitude, as well as strategies for handling difficult callers.

Workshop Audience

All staff who would like to improve their telephone communication skills, but in particular those for whom the telephone is an important part of their job, such as help desk or reception staff as well as those working in a purely call handling role.  This course will help both those new to and experienced with situations involving direct telephone contact with customers and other callers and ensure that you are equipped to make an effective contribution to processing the customer enquiry or complaint in a practical and systematic way.

Workshop Objectives

By the end of the workshop participants will be able to:

• Acquire a confident and friendly telephone manner
• Learn what to say and what not to say
• Gain effective listening skills
• Deal with awkward situations
• State the importance of good telephone techniques to your organisation
• Identify the actions most likely to annoy your customers
• Describe the essential elements of good communication
• Explain and demonstrate the elements of active listening and expert questioning
• List steps to take when dealing with difficult calls

Workshop Ingredients

This is highly participative course where participants will experiment with a range of approaches and draw on each other's experiences.

A mixture of tutor input, group discussions, small group exercises and practicing new behaviour is used to develop deeper understanding of the issues.

Workshop Content

• Why do your customers call you & what is your focus
• First Impressions
• Communication Essentials - Voice and Attitude Listening and Questioning Techniques
• Projecting a Positive and Confident Image
• Those Difficult Calls
• Planning Your Action

Further Information

All participants will receive a delegate workbook