Overview:

• Welcome and introductions.
• Course objectives, group objectives.
• How we use the telephone.
• First impressions.
• Telephone and professional etiquette.
• Micro-Moments of interaction that shape the relationship.
• Communication mix.
• Verbal – the words we use.
• Vocal – the way we say it.
• Visual – body language and facial expression.
• What can the other person “see” over the telephone.
• Communication “leaks”.
• The primitive response.
• Steering the conversation with effective questioning.
• The challenges of accurate listening  – quiz.
• Active Listening.
• Dealing with difficult situations.
• Positive complaint handling.
• Summary of excellent phone management.
• Clarifying information.
• Summary, review and questions.
• Personal Action Plan.

Benefits of the training:

• Improved communication skills on the telephone.
• Increased understanding of the client experience.
• Enhanced awareness of the crucial role of excellent service.
• Additional strength and confidence under pressure.
• More job satisfaction and enjoyment.