Description
Objectives & Methodology
Did you know that how you sit affects the tone of your voice? This workshop is highly interactive and experiential and focuses on the importance of tone, enunciation, disposition and communication when conversing over the telephone. Questioning techniques and in-depth product knowledge are crucial traits that will be emphasised during the course. Role-plays, exercises and case studies enable participants to practice methodologies, tools and on-the-job skills that can be immediately put to use. On completion of this role-play intensive workshop, staff will have the confidence, knowledge and application skills when conversing and dealing with customers over the telephone.
Course Outline
- Greetings and Polite Verbiages
- Overcoming Barriers to Communication
- Listening Vs Active Listening Skills
- Enunciation Over the Phone
- Establishing Rapport & Building Chemistry
- Getting to Know Your Product
- Building Confidence & Self-Motivation
- You Had Me At ‘Hello’ – The FIRST 15 Seconds
- Up-selling/Cross-Selling
- Closing the Call & Follow-Ups
Who Should Attend
ESL/EFL Learners who may be in the following positions:
- Receptionists & Call Centre Agents
- Telephone Operators
- Sales Staff
- Retail & Frontline Customer Service Staff
- Backend Admin & Support Staff
- Career Seekers
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