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Home > Programs > Interpersonal Communication > Building Rapport on the Phone

Building Rapport on the Phone

 
 

Course Description

 
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.
 
Key Objectives
 
  • 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
 
Who Should Attend
 
Administrative assistants, secretarial staff, customer-service staff, telemarketing staff
 
Materials/Texts
 
 
Class Size
 
15-20 participants