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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