Building Rapport on the Phone
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Course Description
This 4- to 8-hour workshop provides customer-service and sales staffs 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 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, secretarial staff, customer-service staff, telemarketing staff
Materials/Texts
Participants receive handouts of key principles and exercises to practice each concept, along with job-aid cards.
Class Size
15-20 participants
