TELEPHONE RESPONSE TRAINING:
Be prepared with the right response using a process that
assures customer satisfaction and a positive outcome.
Strengthen customer relationships by having a plan and
a proven process in place to effectively handle every call,
whether a customer phones in with a request for information,
a question, or a complaint.
Who should attend our Telephone Response programme:
Anyone who answers a call on behalf of the organisation.
What to expect: Participants will:
- Gain understanding of customer service opportunities from incoming calls
- Learn active listening and effective questioning skills
- Practice voice tone and response modes
- Skill-practice to understand and activate empathy and assertiveness
- Implement complaint-handling and problem-solving processes
- Interactively exam opportunities for selling
- Accurately record, monitor, and evaluate call activity
Immediate benefits of our Telephone Response programme:
- Confidence of having the right process for response to the call
- Enhanced service experience at every opportunity
- Capitalize on opportunities for up-selling and cross-selling
- Gain feedback and collect market intelligence
Course format:
The Telephone Response programme is run as a 1-day workshop, complete with skills-practice and call response guide
Course tools:
Comprehensive Learning Guide plus follow-up transfer activities
CONSIDER THE TELEPHONE AS A VITAL LINK TO CUSTOMER SATISFACTION AND SALES
If you are interested in knowing more about our Telephone Response programme or any other
Priority Management Program
and where a workshop is available in your area Contact Us
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