Fit on the Telephone
Applying positive communication techniques when using the telephone
This training is for all employees who have customer-contact over the telephone.
Seminar Goals
Participants will be familiarised with the techniques that can be used to identify a customer's needs over the telephone. They will learn the basics of effective telephone communication 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 the correct phrases, modulation to positively influence the customer perception over the telephone
• Basic communication skills and applying the communicator - recipient technique
• Effective message taking
• Avoiding "killer" clichés and phrases
• Applying positive phrasing and sentencing
• The key to performing professionally on the telephone
• Communicating competence using the telephone
• Techniques used to assist in maintaining control of the telephone call
Find Out More
- Register for this course
- Send us an enquiry
- Call 07799 767 326 or eMail us
