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