Feb
26
Written by:
Greg Fellows
Friday, 26 February 2010
| Short Description |
AussieHost Professional Telephone Skills - (Available from February). An interactive training program for those who wish to build client and customer loyalty and communicate positively over the phone. |
| Duration |
1 Day |
| Who Should Attend |
Telephonists, Receptionists, Frontline service providers, support staff, supervisors, team leaders, sales teams, in fact all external and internal Customer Service staff at all levels who use the telephone and electronic communications as part of their job |
| Pre-requisites |
Participants should have at least 12 months experience in a Customer Service role or have recently completed another AussieHost Customer Service workshop |
| Key Subject Areas |
What makes good customer service
Five key service provider principles
Greetings, holding, call transfer & messages
Listening skills
Handling challenging calls
Self rating excercises
Vocal skills and can-do language
Service providers checklist
Questioning, gaining information & building rapport
Overcoming barriers to good communication
Managing phone interuptions |
| Learning Outcomes |
Understand the phone as a customer service tool
Learn how to deal with difficult and challenging calls
Learn how to communicate more positively with internal and external customers
Develop a postive can-do attitude
Adjust speech - speed. tone, pitch & volume
Select and articulale words correctly
Build immediate rapport with callers
Control use of jargon & quirks
Use transitions to maintain communication
Take effective messages
Conclude the call
Develop a 5 day improvement plan |
| Certification |
Nationally recognised AussieHost Customer Service certification |
| Materials Supplied |
Participant Resource / workbook. Handouts and self evaluation tools. Participant Certificate. AussieHost magnetic lapel badge. Memory jogger. |
| Presentation Method |
Professional qualified facilitators using the most up to date accelerated adult learning techniques supported with multimedia presentations, handouts, exercises and skill practice |
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