Goal
The participants of the training will get acquainted with the peculiarities and specifics of telephone service. They will clearly see the importance of properly pagan telephone service and will be trained in the best techniques.
Contents
- Specifics of telephone service;
- Basic criteria and standards of telephone service;
- Methods for determining client needs;
- Client expectations and ways to exceed them;
- Non-verbal communication and telephone services;
- Assertive no;
- Positive formulations;
- Managing voice as the main tool of effective telephone communication;
- Dealing with difficult customers.
Methods
Mini-lecture, role play, brainstorming discussion, mindmuffing, group exercise, individual assignment, working in pairs, illustration, question-answer
Results
After the training, participants will have knowledge about the etiquette of telephone conversation and the principles of effective communication. With the acquired practical and theoretical knowledge, employees will be able to serve customers quickly and efficiently.
