Learn how to leverage maximum business potential from one of the most important business tools - the telephone.

Introduction

The one device that has made more impact within the corporate world than any other is the telephone. Yet while every desk has a telephone on it, few people have ever learnt how to truly maximise this essential tool for customer service and profit! The one-day Telephone Power© program is a powerful communications seminar for organisations that want to maximise each in-coming or out-bound telephone opportunity.

While this program has been designed specifically for staff who serve customers, take in-bound customer calls & enquiries and generate business using the telephone, anyone using the telephone at work would greatly benefit from this program. If inter-personal communication is an important part of your business (or soon will be), you can't afford to not have your team attend this customer service experience.

The benefits

This powerful telephone management program brings instant results for each seminar participant. Participants will emerge from this program with clear and practical strategies to make more effective use of their telephone.

Learning Outcomes

• Understanding the key strategies and techniques of telephone etiquette
• Learning the right way to answer the phone every time
• How to remember the names and key information of each of your callers
• Using the tonality of your voice and your body language to project warmth and empathy
• Brilliant ways to handle angry or aggressive callers
• Easy and effective ways to overcome nervousness, tension and speaking anxiety
• How to answer questions and handle customer objections and move each customer through to a positive conclusion
• Effective "active-listening" techniques for maximum information retention and caller satisfaction

Seminar Outline

Module 1

• Introduction
• The telephone test. Rating your current telephone skills
• The power of first impressions. The right and wrong way to answer the telephone
• Determining your caller's needs

Module 2

• Remembering names and important caller information
• Telephone etiquette. Transferring calls, inter-office communication
• Aligning key performance goals to actual workplace activities

Module 3

• Key questioning skills. How and when to use them
• How your words, voice, and tone all affect the caller's imagination
• Handling angry, aggressive and abusive callers
• Forbidden phrases. What not to say to callers

Module 4

• The positive power and influence of specific words
• Dealing with interstate and international customers. Communications made easier with customers who speak a foreign language
• A telephone "Tool Box" of additional Telephone strategies

Who should attend

This program is essential for anyone who uses the telephone regularly. Telephone Power© is particularly valuable for staff in sales, administration and customer service.

FREE graduate coaching program

To ensure that the skills learnt on the day of the program are fully utilised, each participant will receive a 6 month on-line Graduate eCoaching program (valued at $295 per person) free of charge after the seminar.

Learn how the Success Institute can maximise your business potential, sign up for our free information pack.

Telephone Skills Report & Audio Enter your business email address and first name below. We’ll send you a free report and mp3 audio and video program ($79 value) free. Your First Name: Your Business Email: SECURE & CONFIDENTIAL Your email address will NEVER be rented, traded or sold. WE GUARANTEE YOUR CONFIDENTIALITY. We hate spam as much as you do.