Building Rapport on the Phone
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Course Description
People answering your phones can make or break your image before you know it. A haughty or impatient tone. A curt question. A "hold" that lasts too long. A vague response to a specific question. These are customer service issues that drive clients nuts—and directly to your competitors.
Put your money on the people on the phone!
This 4- to 8-hour workshop provides customer service agents and sales professionals with the necessary skills to communicate effectively on the phone. This session will relate speaking, listening, questioning, problem-solving, and conflict-management skills to the larger sales and customer service issues.
Key Objectives
- Use proper telephone etiquette
- Handle voice mail (greetings and out-going messages) efficiently
- Identify barriers to effective phone communication
- Avoid a condescending, haughty, impatient, or irritated tone
- Inject energy and enthusiasm into the call
- Build rapport with customers fourteen ways
- Respond effectively to "problem" questions
- Gather information through effective questioning and listening techniques
- Be clear and specific, not vague and general
- Frame the positive approach
Who Should Attend
Administrative assistants, customer service representatives, telemarketing staff, internal sales professionals
Materials/Texts
Participants receive handouts of key principles and exercises to practice each concept, along with job-aid cards.
Class Size
Up to 20 participants
To Schedule This Customer Service Training Workshop
Call Booher Consultants at 817-318-6000 or email training@booher.com to discuss bringing this customer service training workshop to your organization.
