Telephone reception

OBJECTIVES OF THE SEMINAR
  • Learn to manage all incoming telephone communications in a professional  way, with clarity, efficiency, and friendliness
  • Improve the company’s image towards the outside world
  • Develop a sense of customer service
  • Define the attitudes and behaviour to be developed in order to build a sound relationship with the clientele
  • Master the techniques that are specific to telephone communication
  • Manage and overcome difficult situations efficiently
PROGRAM OF THE SEMINAR
  • What is the active image of a company ?
    • Which is the image that your company wants to portray towards the outside world ?
    • What is the difference between external and active images ?
    • The vital role of personnel that has contact with the clientele
  • How to improve the quality of telephone receptions
    • Which are the expectations of ours clients
    • Analysis of our strengths and weaknesses
    • Which attitudes and behaviour should we adopt and develop
    • How to establish sound customer relationships by telephone
    • How to show warmth and friendliness, and how to truly take charge of a client
  • The principal rules to observe in order to guarantee an efficient welcome and to deliver a quality of service that makes a true difference to our clientele 
  • Efficient handling of incoming telephone communications 
    • Introducing one’s company
    • Introducing oneself
    • Identifying the other person
    • Quick comprehension of the purpose of the call
    • Taking efficient note of messages, orders and information requests
    • Organising call waiting
  • The art of telephone communication
    • The mechanism of communication
    • Principal obstacles to sound communication
    • Articulation, rythm and intonation
    • Active listening
    • The art of asking the right questions
    • Checking the clients’ comprehension
    • Key-phrases/words to avoid
    • The 10 golden rules for efficient telephone communication
  • Managing difficult situations 
    • Managing emotional reactions efficiently
    • Handling complaints
  • Summary and conclusion