Building a connection over the phone is a great skill and one that many call operators may have difficulty to do. Our trainer provides information here about how the human mind and body works, including the ability to mirror and connect with others. We also demonstrate the skills with activities proving to participants that we can connect quicker over the phone with just a few tweaks.

Difficult callers may provide call operators with a difficult tasks. Each situation and issue will be different in nature however there are some base skills that are effective in dealing and taking control of the call. We provide practical information and examples of how to tackle these difficult callers.

Words can change a situation from bad to good, they can resolve issues, and impact or persuade your customers. Our trainer will evaluate scripting and provide additional guidance on how to create the perfect word structure for high results over the phone.

There is a positive way to structure a call. We go through the process from start to finish so that participants learn which stage they are actively in on the call. Our trainer provides more information on how to create the perfect flow and feel on the telephone.

Taking Messages

One of the key areas to telephone communication is the ability to take effective messages. In this session, participants will look at some essential components of taking messages. Our trainer also will help participants to create a quick reference sheet that they can keep by their desk for a smoother call.

Phone Tag and Receiving the Call Back

We have all had those moments where we have called and tried reaching someone who has left a message for us also. While today’s technology can make it hard sometimes to reach a decision maker, there are some tips that can make the message more effective. This session will give participants some instruments to deal with phone tag and help the message get to the right person.

High Impact Seconds

This session will explore some those moments when you need to make sure every second counts. We provide participants with advanced skills to create impacts on the telephone and help increase their communication effectiveness.

It’s Much More Than Simply a Phase

In this part of the session participants learn about some of the different kinds of discussions over the phone and the four phases of dialogue.

Who are your Customers?

Would you like to know more about the person on the other end of the phone? In this session, participants are going to learn about the human element and we discuss more about the types of customers that participants will come across. As our trainer helps to identify common issues with customers over the phone, we also provide a range of solutions for those difficult situations.

To Please and Serve

This session will give participants the opportunity to develop strong, helpful phrases for helping customers. We provide some scripted responses and statements that many organisations use to assist a caller or customer.

Negotiation

We negotiate nearly every day. Dialogue is a key ability for call center success. During this session, participants will learn four things that they can do to become better negotiators. Advanced negotiation for those who need to negotiate over the phone.

Going Beyond and Above

We want to provide participants with advanced techniques for increasing customer service levels. This session will give participants 15 techniques for success and a number of ways to customise their service to help the customer feel great about the transaction.

Asking the Appropriate Questions

In this session, participants learn about the use of questioning techniques and how to probe effectively for gaining more information. Learn how to gather information quicker with a smoother telephone technique. Professional telephone support and call center techniques to impress anyone.

Close the Sale

Closing the conversation can be just as important as the start. Learning how to effectively close the call without any awkwardness. In this session, participants will develop good questions that will help them close a sale or a conversation more effectively.

Tips for Chatty Callers

We all have those moments, where we find someone on the phone that may wish to talk for hours. In this session, participants will learn a few methods to take care of these types of callers.

Creating a Script

Scripts can be an effective tool, especially for cold calls. This session will give participants a chance to lay out the framework for their script. There is nothing like an adaptable phone operator, however the small scripted exercises and activities here will show participants how the fall back script can be helpful to gain more time, get back on track and focus on a process. Next, participants will learn strategies to customise their scripts. We will also look at FAQ sheets and how they could help participants on a daily basis.

Sales by Phone

Do you sell over the phone? This session will talk about how to utilise information delivery and rapport building skills to help participants sell more over the telephone.

Staying Out of Voice Mail Jail

Voice mail is an excellent tool, but it can also be frustrating. In this session, participants will talk about some strategies for leaving messages and they will have a chance to practice those techniques in a group activity.

Vocal Techniques

We provide vocal techniques to participants to demonstrate the use of a phone voice and increasing our effectiveness using tone. This session will give participants an opportunity to practice some vocal exercises. This session will cover the four E’s of a successful telephone voice and the way you can use them to promote a service image.

Changes in the Customer

Customers have changed in their expectations, with the increase of technology we briefly discuss how this may impact the contact call operator. This session will explore some ways that customers have changed in the previous twenty years.

Feelings

During this session, participants will work in pairs to rewrite dry and less than inspired statements to show empathy for their customers.

What’s Missing in Telephone Communicating

To begin, participants will investigate Alfred Mehrabian’s study on communication and the way that it impacts telephone communication. Participants may also learn the role that body language plays in phone communication.

Questioning and Listening Skills

In this session, participants will learn techniques for active listening and staying focused.

Coping with Challenging Customers

This session will give participants nine easy techniques for handling difficult customers. We will look at how to cope with vulgarity.

Stress Bursting

All of us need techniques for managing the tension in our own lives. This session will encourage players to develop some personalised methods to manage stress.

Handling Objections

In this session, participants will learn different approaches to deal with sales objections.

Saying No

Delivering bad news and saying “no” can be two of the very difficult aspects of a call center representative’s job. This session will give participants techniques and practice in these two skill areas that are vital.

Cold and Warm Calls

During this session, participants are going to learn how to maximise their efficiency in each and about these two types of calls.