We've recently launched a telephone techniques training course that has been receiving excellent customer reviews.
The course has been designed to help staff develop the skills and techniques to handle all types of telephone calls, including answering and making calls in a professional manner, gathering and recording information, building rapport and dealing with difficult callers.
Link to the website page
Here's a little taster of what's included in the course.
Building rapport is the cornerstone of any good relationship, and that's exactly what we want to do when we speak on the phone with a caller...build a relationship. There are a number of things we can do to help build rapport. Here are some of the important ones:
Obtain their name as soon as possible and use it
The caller may well supply you with a reference number, but always take the time to ask their name and use their name throughout the call.
There is absolutely no reason for callers to all be treated the same. Use personal experience to build rapport so the caller really feels their call is important.
Make their problem your problem
By taking ownership of the enquiry and developing a one-to-one relationship you will quickly have a much better rapport with the caller.
See things from the caller's persepctive
Don't forget to use empathy with the caller and try to see things from their perspective. Put yourself in the caller's shoes.
Ask open-ended questions
Open-ended questions naturally encourage the caller to share more information and, therefore, build rapport. If you start a question with who, what, where, why, how or when, you can't go wrong.
Remember the value of an apology
A simple, genuine apology can easily defuse a difficult call and breakdown barriers.
Don't make assumptions that you know what the caller is telling you...use your active listening skills and here exactly what is being said, not what you think is being said.
If necessary, give the caller an idea when they can expect a call back
"I'll get back to you when I have an answer," is not good enough. Give the caller an indication as to when they can expect a call back. Will it be within the hour, before 5pm today, or tomorrow?
What's being said about our Telephone Techniques training course?
"I will now be more confident when answering the phone."
"As a result of this training I'll definitely be more confident and calm, especially when dealing with difficult calls."
"Voicemails, this is the first time I've been shown how to leave them correctly...very helpful!"
"Useful tips on how to deal with difficult customers."
Visit the Gary Bedingfield Training website at www.garybedingfield.co.uk
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