Advanced Telephone Techniques Training Course
Duration
1 day
What is this course about?
Handling straightforward calls may present no difficulties to a competent person. However, there are some situations that test the best. This workshop has been designed to confirm good practice and develop more advanced skills.
Who would benefit?
Anyone who would like to improve their existing telephone techniques and take themselves to the next level of call handling.
Objectives
At the end of the workshop, those who have attended will be able to:
- Confirm the basics and handle all calls well
- Identify when they have to 'up their game'
- See the benefits of turning a difficult situation around
- Avoid taking things personally and becoming emotionally involved
- Recognize and manage their own responses, engaging 'the professional brain'
- Develop strategies for handling different types of situation
- Say 'no' professionally without offending
- Give bad news, minimising bad reactions
- Take appropriate action when behaviour is unacceptable.
Key topics covered
1. What needs 'advanced' techniques
- What makes customers difficult or demanding?
- What makes dealing with them difficult for us?
- What is the extent of the problem?
- The customer is always ... what?
2. Dealing with behaviour
- The behaviour 'iceberg' - theirs and ours
- The thinking brain and the emotional brain
- Emotional hi-jacking and taking things personally
- Keeping ourselves in good condition
3. Handling problems competently
- What influences customers - three areas to target
- Telephone communication - its advantages and problems
- Reviewing best practice
- Active/reflective listening
- Assertive and positive communication
- Saying 'no' without offending
- Referring appropriately to agreements/warranty
- Dealing with challenges and forceful points
- Promises - how to make them
4. When the customer goes too far
- Dealing with put downs
- Dealing with extremes
- When to call in reinforcements
- What to do when behaviour is totally unacceptable and persistent (swearing, shouting, belittling language)
5. Action plan
- Review of the day
- Developing personal action plan
