Strengthen and build telephone communication skills so that the opportunities arising from inquiries, service and sales calls are maximised.
- First Impressions
- The Ten Commandments
- Everyone is a Customer
- Put the Customer at the Centre of Your Focus
- Seven Sins Of Service
- Professional Handling of Incoming Calls
- Transferring Calls and Taking Messages
- Time Management Personal Organisation Quiz
- Organisational Skills
- Answering the Telephone
- Create a Great First Impression
- Effective Telephone Usage
- Put Your Customer at Ease
- Open With Confidence
- Sense of Urgency
- Finding Better Phrases
- Add Value
- End the Call on a High Note
- Thank the Client for Calling
- Communication
- Your Vocal Image
- Your Vocal Advantage
- Five Qualities of a Good Telephone Voice
- A Plan for Voice Improvement
- Rapport Over the Phone
- Questioning Techniques
- Clarify the Query
- Clarify Outcomes
- Seek Satisfaction/Understanding
- Questions to Keep Control of the Call
- Disempowerment to Co-Operation
- Positive Active Language
- Reception Tips
- Telephone Techniques
- Ending a Call Politely and Professionally
- The Challenge of Angry Customers
- A Checklist for Dealing with Difficult Callers
- Create and Maintain Your Own Optimum State
- Effective Handling of Difficult Customers (a recipe)
- And What About People Who Swear at You?
- People We Have Difficulty Understanding
- Know-It-Alls
- Managing Mental Stress
- Managing Physical Stress
- Making Technology Work for You!
- Your Voice Mail
- Telephone Time Management
- Visualisation Exercise
- Personal Action Plan
- Reading
This workshop is designed specifically for those who are on the front line, those who are the main interface between the organisation and their clients or public. Those who have recently benefited include: Switchboard Operators, Secretaries, Administration Assistants, ‘Help Desk’ Operators, Receptionists, Office Assistants & Sales Administrators.
Before attending this course, students must have:
Key Business Benefits
- Often the first impression that a customer has of the organisation and therefore, it represents an important first point-of-contact
- Presents a better, more professional business image to customers both internal and external
- Boosts productivity by quicker facilitation of the customers’ needs
- Retains potentially unhappy customers by taking ownership of issues until resolved
Key Participants Benefit
- Helps individuals gain self confidence to engage caller and determine their needs accurately
- Provides skills to take control of the development of the call through empathy and good listening skills
- Learn to anticipate problems, take ownership and resolve issues before they escalate
- Focuses on voice, clarity, tone and use of positive language to be more effective
After successfully completing this course, students will have learnt how to:
- Maximise sales and service opportunities
- Cope effectively with a busy switchboard and heavy call traffic
- Project a confident and professional image
- Deal with difficult calls skilfully and create positive results from complaints
- Offer exceptional service to all your callers
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About Microsoft On-Demand Learning
Build your Microsoft technical expertise while balancing the demands of your schedule. The new MOC On-Demand series courses combine high-quality video lectures, live hands-on labs and knowledge-checks in a self-paced format to help you build skills as your schedule allows—all at once or five minutes at a time.
MOC On-Demand at a Glance
Self-Paced Learning
The modular structure offered by MOC On-Demand courses lets learners complete training piecemeal or in an order they choose.
Immediate Feedback on Mastery
Knowledge checks at the end of each module and each course tell learners whether they’ve mastered the content and are ready to move on.
SATV Eligible
Similar to In-class Microsoft official curriculum courses, MOC On-Demand is eligible for payment via Software Assurance Training Vouchers (SATVs)
Direct From the Source
MOC On-Demand is brought to you by the people who wrote the software. The content is based on the official Microsoft official curriculum (MOC).
Learn Anywhere Anytime
The high-quality in-depth video content, labs and knowledge checks are all available to you via the cloud 24 X 7.
Live Hands-on
Labs
Unlike other on-demand offerings that offer simulated labs, MOC On-Demand gives customers a live, real-time environment for hands-on training.
