Telephone Skills

Key Telephone Skills:

1. Organizing yourself to handle an incoming call
2. How to develop your telephone personality
3. Who’s calling?
4. How can you tell? – mental images
5. Building rapport with the customer
6. It’s not what you say; it’s the way that you say it
7. How to project a positive rather than a negative attitude
8. Developing strategies for handling difficult customer behaviour
9. Using your voice to communicate your message
10. Slang and Lazy phrasing
11. The power of positive language
12. How to create a word picture
13. Using one word instead of several
14. The importance of listening
15. How to improve your listening
16. Different levels of listening
17. How to avoid stereotyping customers and situations
18. How to use questions to develop your conversation
19. How to avoid interrogating your customer
20. Gathering information
21. Leaving the caller satisfied

Inbound Calls:

22. May I help you?
23. Corporate response
24. The structure of an inbound call
25. Without action there is no communication
26. The criteria of a successful inbound call
27. Exploring the situation
28. Taking a sales order on the telephone
29. Handling a complaint on the telephone
30. When to involve others
31. What happens next?
32. Handling internal calls
33. Transferring calls
34. Handling external calls
35. The inbound telemarketing call
36. The inbound sales call
37. The inbound customer service call
38. Making and appointment via the telephone