Welcome Line

This is a one-day interactive, training programme designed for front-line staff who provide a service to customers on the telephone. We can deliver this as an in-house training programme, or brief your trainers to enable them to deliver it to your employees and provide all of the required training materials.

Learning outcomes

The training programme aims to enable participants to:

  • prepare to communicate with customers by telephone
  • identify techniques for efficient customer call handling
  • identify the key requirements for effective speaking on the telephone
  • listen actively and use a range of questioning techniques
  • appreciate the principles of selling and marketing on the telephone
  • handle complaints and difficult situations successfully.

Programme content

1. Introduction

  • The role of the telephone
  • Why are we here?

2. Business, service and the telephone

  • Creating a favourable impression
  • Being ready when it rings
  • Physical location of the telephone
  • Knowing the functions of your telephone system
  • Accessing key information
  • Preparing to make and receive calls

3. Best practice in the basics

  • Opening the call
  • Transferring calls
  • Screening and interrupting calls
  • Unattended telephones
  • Taking messages
  • Answerphones and voicemail
  • Closing the call

4. Specific communication skills

  • Using your voice
  • Active listening
  • Asking questions

5. The telephone as a sales and marketing tool

  • Everyone sells
  • Key steps and skills when handling enquiries
  • Up-selling and on-selling
  • Making outgoing calls

6. Handling difficult callers and complaints

  • Increasing business through complaints
  • Handling telephone complaints

7. Developing an action plan

If you are interested in booking this course, please call us.

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