Welcome Line - Telephone Customer Service Training Details

Just one day out of your schedule could transform your approach to your business. This one-day interactive training course will help you think afresh about customer service and how service sells. 

Welcome Line is designed to help you make the most of all telephone and email communication, turning these into effective sales tools

This one-day training course includes a mix of inspirational presentation, stimulating group activity and practical guidance.

Welcome Line covers:

  1. Introduction
    • The role of the telephone
  1. Business, service and the telephone
    • How to create a great impression
    • Be ready!
    • Where should the telephone be sited?
    • Understand the functions of your telephone system
    • How to get the information you need
  1. Key elements
    •  Opening the call
    •  Transferring the call
    •  Screening and interrupting calls
    •  Unattended telephones
    •  Taking messages
    •  Answerphones and voicemail
    •  Email              
  1. Communication skills
    • Using your voice
    • Listening
    • Asking questions
  1. The telephone as a sales tool
    • You are an ambassador
    • Key steps and skills
    • Up-selling and on-selling
    • Making outgoing calls
  1. Dealing with difficult customers
    • Handling complaints
    • Increasing business through complaints
  1. Action Plan
  1. Assessment activity
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