GREAT phone calls – How to have GREAT customer conversations over the telephone
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.
Objectives
Participants will be able to:
- 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
Who should attend?
Anyone who interacts with customers over the telephone.
Format
A highly interactive and practical session, using real scenarios that participants bring with them.
Delivered either as a face-to-face half-day session or as a 90-minute virtual session, as you prefer.
Workshop outline
1 Introduction
- Communicating over the telephone – how it’s different from face-to-face
2 Explore and apply three strategies
- Be aware of your ‘vocal dashboard’
- Avoid silences and build connection
- Positive positioning – talking about wait times, IVR, system issues and compliance statements
3 Conclusion
- Review and reflect
- Action plan
- End on a high
To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!