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| Effective
Telephone Communications |
Your company's reputation and credibility can be impacted by how
company employees who regularly, or on a back-up basis, handle incoming
telephone calls.
Effective Telephone Communications is a half-day,
interactive workshop that sensitizes employees to the stress of the phone call
that is out of the ordinary - the threat, the extortion or the vindictive.
Participants learn the necessity of remaining calm and gathering accurate
information in order to begin solving the problem at hand effectively. It also
addresses the ordinary phone calls that are opportunities for employees to
represent the company positively to the client.
Benefits of
Attendance
This workshop addresses the specialized training needs of
front-line employees who interact with your clients by phone. In this
small-group, half-day session, participants learn:
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The important role played by those who answer the
phone. |
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Reasons every call should be treated seriously. |
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The possible motivation behind threatening calls. |
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How to listen to, think about and respond to a dangerous, hostile
or other sensitive phone call. |
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How to respond with phrases that defuse hostility. |
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How to keep someone on the line and talking, when
necessary. |
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How to handle customer complaints diplomatically. |
Who Should Attend
This workshop is
appropriate for anyone who could answer the telephone in a potentially serious
situation, who handles customer complaints and inquiries, or who communicates
to customers on the telephone. The workshop generally attracts:
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Switchboard operators |
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Receptionists |
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Secretaries |
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Security guards (both company and contract) |
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Customer and technical service personnel |
Practical
Learning
This is a skills-development workshop, not a lecture
course. As our firm's name suggests, the training we provide is experiential.
We use simulated environments, including tough, aggressive role players. Some
features of this workshop are:
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Information on the purpose for the training, the crucial role
participants play as front-line responders, and an overview of the skills that
must be developed. |
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Two videotaped exercises of the participant handling a
call. |
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A wide variety of calls simulating the kind participants are likely
to receive. |
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Exercises are critiqued in an open forum by a seasoned
instructor. |
| For More Information, please Contact Us or call
1-800-866-2026 |
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