Call Centre Telephone Rapport Course

People Development Courses

Management Training Courses

Trainer Development Courses

The ability of a call centre to achieve excellent results will be directly determined by the ability of their telephone staff to gain rapport quickly and easily with any caller, whether the call be either outbound or inbound.

This one day course is designed to increase the confidence of telephone operatives to maintain control of the call and achieve their call objectives.

BY THE END OF THE COURSE DELEGATES WILL BE ABLE TO

Sales Courses

Adult Protection Courses

Accredited Management Training

Understand the communication process and how it applies to use of the telephone.Maintain a confident telephone manner.Gain rapport with any caller.Use verbal and non verbal communication for maximum impact.Provide ‘exceptional service’ on the telephone.Master effective use of questions to identify real needs.Maintain control of the telephone conversation to maximum effect.

WHO SHOULD ATTEND?

Anyone who would like to improve their telephone manner. Anyone who deals with other people on the telephone and wants to make a quantum leap in the results they get. Anyone who wants to make dealing with people on the telephone easier and more effective.

TOPICS COVERED:

Communication model.Maintaining State.Building Rapport with any caller.Creative use of voice tone.Maintaining rapport & interest.The structure of exceptional service.Powerful questions.Maintaining control.

EXTRA ENCOURAGEMENT

The programme is designed to be highly practical and participative to allow participants to apply straight away the necessary skills, knowledge and understanding required, to increase the power of their telephone conversations.

Participants will receive high quality personal feedback and coaching to enable them to dramatically improve the results of their telephone conversations.

DELEGATE NUMBERS

Maximum 12 people.

BOOK THIS COURSE

For more information or if you would like to book this course please contact us using the following methods:

Phone: 01455 823852
Email: ljudge@theconnection.fsbusiness.co.uk
Online: Click here

© Copyright The Lindsay Judge Connection 2011