TELEPHONE SKILLS (INBOUND & OUTBOUND)
Course includes:
- Addressing the Myth of Call Reluctance – you don’t Need to Fear the Telephone
- What Happens After “Hello”
- Conducting an Authentic Dialogue Through ‘Humanising the Conversation’
- Engaging People Through Intelligent Questioning
- Getting to the Point by Creating Value for them
- Customer Centric Word Tracks – the Call Must ALWAYS be About Them
- Addressing Caller Concerns
- Ethical Closing
- Obtaining Collective Agreeance on the Next Step
- Value of Data Collection
