Despite the many ways of contacting companies digitally, telephone support is still the go-to choice for many customers. With easy service, fast resolution and direct contact with a human being a priority for many, it’s no surprise that 62% of customers still prefer to call an organisation. This session explores the specific skills that can make, rather than break, a telephone-based interaction.
How will it help?
- Describe what makes a positive difference when communicating with customers over the telephone
- Be conscious of their Vocal Dashboard and ensure that their tone of voice is congruent with their words
- Effectively use space in the conversation to build trust with the customer rather than suffer silences
- Positively position the potential ‘breakers’ of a GREAT telephone customer conversation
Session outline
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
1. Welcome to GREAT phone calls (30 mins)
- What will you learn? Session overview and objectives
- Activity: What’s the difference between face-to-face and phone?
- The Mehrabian Communication model – busting the myth
2. Three strategies (90 mins)
- Be aware of your Vocal Dashboard:
- The Vocal Dashboard – what it is and the messages you give your customer
- Activity: The Vocal Dashboard – looking for clues in calls
- Avoid silences and build connection:
- When might silences occur in your calls?
- Activity: How might you use the silence and build connection instead
- Position positively:
- A strategy to position compliance or process statements positively
- Activity: Practise positive positioning
BREAK (15 mins)
3. Practise (F2F only – 30 minutes)
- Activity: Two activities to apply your learning
4. Action plan and close (15 mins)
- Reflect and prepare actions
- Activity: surprise!
- Close
