LEVEL : Intermediate

WHO SHOULD ATTEND:
For Basic Front line staff (telephone operators, secretaries, call center
agents, customer service agents) targeted whose key contact with customers occurs over the phone, rather than in person and those who would like to improve their customer service skills.

BENEFITS TO BUSINESS:
The manner in which a company’s telephone is answered gives strong
signals to the caller regarding the corporate character of the organization.. The course is useful to any company that uses telephone to
conduct their business.

COURSE DURATION: 3 DAYS

TOPICS COVERED:

Tele-Service Course Agenda
Caller and Call-Server Dynamics: Understanding the Process
In this introductory segment, trainees participate in a fun, interactive exercise in which they develop a definition of service excellence from the caller's point of view. This exercise grounds the balance of the course on a solid foundation built by the participants - one that reflects the group, their callers, and the organization's personality.

Getting Off on the Right Foot
First impressions count - a lot. This segment teaches trainees how to greet every caller in a way that makes a positive first impression. Trainees review current greeting habits, examine the three goals of the greeting, and learn a formula that sets a new standard for welcoming callers.

Phone Etiquette
Transferring calls, screening calls, and placing calls on hold are three seemingly simple tasks that contain major "danger zones." Nothing can irritate callers more than the impression that they are being "shipped" around the office, being placed on hold unnecessarily, or are being "kept away" from the people they are trying to reach. Trainees learn how to handle these delicate situations in a way that makes the interaction as pleasant as possible for the caller. In addition, trainees examine subtle and not-so-subtle habits that can damage relationships with callers.

Voice Tone Techniques
Many times, it's not what you say, but how you say it that impresses callers - or drives them away. In this section, trainees learn why voice tone is a critical factor in successful telephone communication and how attitude toward a caller affects voice tone. They practice using the power of voice tone to create images, carve out impressions, and deliver carefully crafted communication to callers. In addition, this section provides tips for overcoming attitude difficulties.

Vocabulary Techniques
With body language removed from the communication process, words take on a new potency in the telephone conversation. This section teaches the skill of Word-smithing - choosing the right word or phrase to send the best message. Trainees learn how to say "no" in a positive manner by subtracting Not Words and Irritating Phrases from their communication. They also learn and practice using Motivating Phrases, Affirming Phrases, Responding Phrases, Visual Words, and other vocabulary techniques that build rapport, keep calls on track, and gather necessary information.

Managing Difficult Calls
This section provides "must have" information for dealing with "telephone tyrants"--- those difficult callers who can quickly ruin an entire day. Trainees learn to recognize the different types of telephone tyrants and gain an understanding of how to deal with each type. They also learn techniques for reducing the emotional impact of difficult callers and methods that can turn a stressful encounter into a positive interaction.

CERTIFICATION: Participation

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