| Short Description |
The telephone is the window to your organisation and if used in a confident, competent and knowledgeable manner can significantly increase customer satisfaction levels. |
| Duration |
1 Day |
| Who Should Attend |
All those who, as part of their job responsibilities, use the telephone – especially recommended for receptionists who are the first contact with the company. |
| Pre-requisites |
There are no pre-requisites for this programme. |
| Key Subject Areas |
- The importance of the telephone as the window to the company.
- How to hold, transfer and use of messaging systems.
- How to answer, greet, clarify the customer needs, take messages and close the call.
- How to handle challenging or difficult callers.
- The use of positive language, diction, pronunciation, clarity, pitch and tone.
- Listening actively and the use of questioning techniques.
- How to build rapport and how to say “no”.
- A practical session using the skills learnt.
|
| Learning Outcomes |
This workshop will enable the participant to
- Understand that the telephone is a vital element toward achieving professional customer service.
- Have meaningful and pleasant interaction with the caller and offer excellent service and help.
- Be positively aware of the need for clarity, good pronunciation, language, tone and attitude.
- Be able to gain rapport with callers and develop positive communication links.
- Be able to listen, use open questions and clarify the caller’s needs.
|
| Certification |
Following successful completion of the KiwiHost Professional Telephone Skills workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a 44 page workbook, and the instantly recognisable KiwiHost badge. |
| Presentation Method |
Facilitator-led with highly interactive material, including video examples, exercises and discussion. |