About Workshop
Today the business world revolves around personal service and globalization. As a result, the telephone has become an important tool to do business which eventually brings lots of business in our business as well as it plays a vital role to develop and maintain our personal life.
With a telephone you can do business 24 hours a day, seven days a week You can access more people and more information more readily than ever before. But the fact remains that, many of us don’t know the proper use of it and sometimes fails to recognize the importance of it.
This session will guide us to know those tips and tricks of telephone etiquettes and thus we will be able to win the heart of any type of customer.
How participants will benefit after the course:
o Will know the basics of telephone etiquettes.
o Will be able to improve his/her communication more productively.
o Will be able to handle various type of customer.
o Will be able to handle any kind of situation with the right approach.
o Can do the analysis of different kind of situation.
Workshop topics to be covered:
Session 1:
• What is Etiquette?
• What is telephone?
• Some facts
• The necessity of telephone
Session 2:
• Advantages of using telephone
• Disadvantages of use of poor telephone service
• That love-hate relationship
• Super user Vs Looser user
• Group Exercise
Session 3:
• What happens when communication fails?
• The basic principles of a good communicator
• Barriers to effective communication
• The Things need to practice while handling telephone
• Use of LEAPS
• Use of PICTURE
Session 4:
• 10 ways to give BAD experience to the Caller
• 10 ways to give Good experience to the Caller
• Caller wants C.A.S.H
• Exceeding the expectation of caller
• 5 phrases of call
• Personal qualities for phone work
• Exercise
Session 5:
• Turn complaints into royal customer
• How to handle complain
• Managing rudeness
• Dealings with Internal customer
• Dealing with personal relatives
• Role Play
• Super User Oath
• Are you a Super user? Choice is yours
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