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Building Rapport on
the Phone |
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Course Description
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| This 4- to 8-hour workshop provides
customer-service and sales staffs 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. |
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| Key Objectives |
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- Use proper telephone etiquette
- Handle voice mail (greetings
and 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
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| Who Should Attend |
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| Administrative assistants, secretarial
staff, customer-service staff, telemarketing
staff |
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| Materials/Texts |
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| Participants receive
handouts of key principles and exercises
to practice each concept, along with
job-aid cards. |
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| Class Size |
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| 15-20 participants |
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