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The Polite Regret


Applying positive communication techniques when saying “NO” to the customer

This course is for all members of the sales team who have customer-contact over the telephone.
  

Seminar Goals


Participants will be familiarised with techniques that can be used to identify customer needs over the telephone. Not every inquiry represents “good” business, and not always do we have the availability the customer wants. Delegates will understand the consequences of saying “NO” to the customer. They will learn skills of effective telephone communication and how to say “NO” politely, and its impact on customer service. Participants will also be made aware of possible rhetorical “Traps” and how to avoid these when using the telephone to remain in control of the conversation.
Duration: 1 Day 


Seminar Topics

  • Effectively identifying customer needs
  • The effects of unprofessional telephone techniques on the hotel and the employee
  • Using correct phrases, and modulation to positively influence  customer perception over the telephone
  • Basic communication skills and applying the communicator – recipient technique
  • Utilizing the “Sandwich-Technique” to say “NO”
  • Avoiding “killer” clichés and phrases
  • Applying positive phrasing and sentencing
  • Using examples to phrase daily situations on the telephone
  • Communicating competence over the telephone
  • The techniques used to assist in maintaining the control of the telephone call
  

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