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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. |
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