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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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Specific Course Outcomes:
- 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
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