Building Rapport on the Phone
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People answering your phones can make or break your image before you know it. A haughty or impatient tone. A curt question. A "hold" that lasts too long. A vague response to a specific question. These are customer service issues that drive clients nuts—and directly to your competitors.
Put your money on the people on the phone!
This 4- to 8-hour workshop provides customer service agents and sales professionals with the necessary skills to communicate effectively on the phone. This session will relate speaking, listening, questioning, problem-solving, and conflict-management skills to the larger sales and customer service issues.
- Use proper telephone etiquette
- Handle voice mail (greetings and out-going messages) efficiently
- Identify barriers to effective phone communication
- Avoid a condescending, haughty, impatient, or irritated tone
- Inject energy and enthusiasm into the call
- Build rapport with customers fourteen ways
- Respond effectively to "problem" questions
- Gather information through effective questioning and listening techniques
- Be clear and specific, not vague and general
- Frame the positive approach
Who Should Attend
Administrative assistants, customer service representatives, telemarketing staff, internal sales professionals
Participants receive handouts of key principles and exercises to practice each concept, along with job-aid cards.
Up to 20 participants
To Schedule This Customer Service Training Workshop