Group Telepersonality Programme

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The Group Telepersonality Programme is designed to improve the performance of individuals and teams who work in inbound and outbound call handling environments. Give your sales and customer service teams a greater competitive advantage by enrolling today.

Structure: 1 or 2 Day Group Programme

Course Content:

• Developing positive attitudes and confidence building
• Stress Management
• Client Service
• Conveying a Professional Image
• Telephone Management
• Basic Voice Production
• Enthusiasm and the 'Vocal Smile'
• Tonal Variety and Assertiveness
• Listening Techniques
• Question and Answer Techniques
• Dealing with Irate Callers and Complaints
• Thinking on Your Feet

Includes:

• Course Training Manual
• Before and After MP3 Recording
• Certificate of Completion

Note:

This course may be conducted for groups or individuals.

Contact us today to find out more about our tailored programmes.

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• Develops the qualities of enthusiasm, and the 'Vocal Smile'
  
• Increases confidence and self-esteem
• Encourages the use of the Telephonic Code of Conduct
• Encourages the effective acknowledgement of customer perceptions and assumptions
• Enhances professionalism
• Develops effective listening techniques through:
  Avoiding assumptions
  Checking information
  Identifying callers' needs
  Rephrasing and reflecting
• Develops assertiveness rather than aggression on the telephone
• Develops the ability to think on your feet
• Develops mental dexterity
• Develops capacity to cope effectively under pressure
• Establishes effective management of irate callers
• Develops effective techniques for dealing with complaints