Tailored Call Handling Skills Training
Details of call handling skills training to minimise complaints, call backs, call waiting time, improve cash flow, invoice queries, and customer experience.
“92% of customer interactions happen on the phone. 85% of customers report being dissatisfied with their phone experience” Salesforce.com
This is a startling statistic, after all everyone can use the phone can’t they?
The question is can they use the telephone effectively, understanding the customer, finding the right answer to their enquiry, sounding helpful while navigating your computer systems and processes.
Often induction training focuses on the systems and processes your people will need to follow when helping customers.
Our training helps develop the soft skills required to manage the call and the caller, while representing your brand in the way that you want it to.
Tailored to your organisation, and your calls, Intelligent Dialogue training is participative, relevant and fun. Ensuring people gain useful insights into their own call handling, building their confidence into action.
Where appropriate we use telephone coaching equipment to help develop skills in practice and can review live calls. This means that participants will get the opportunity to record, review and learn from their own telephone conversations.
Great call handling skills are good for your people, they develop a confidence when dealing with customers, and that’s good for business.
Our training can help with on-boarding, with developing the skills of your more experienced people, or to helping people who have customer contact over the telephone such as engineers.
We focus on developing the skills and confidence to effectively handle the real life calls that participants are involved in.
Intelligent Dialogue training has helped to improve customer experience, employee engagement, cash flow, sales figures while minimising invoice queries, complaints, call waiting times and customer frustrations.
The training is participative, fun and experiential with quality time for participants to reflect on their own skills levels and what they can do to help themselves, their employer and the customer.
Anyone who is involved with speaking to customers (internal or external ) over the telephone.
New or experienced people.
We recently had someone who had been with an organisation for 31 years sitting next to someone who had been with the organisation for 12 days, and both rated the course highly.
That’s because we focus on the individual and help them to identify, develop and adapt their existing skills and practices so that they can deal professionally and confidently with a wider range of customers and their needs.
We will work with you to include the most useful content and exercises for your people making sure their training experience is real world and relevant. This may include
- the importance of good call handling
- how the telephone affects communication
- building rapport quickly and easily
- how to control a call
- the key communication skills to manage a call effectively
- the importance of call structure to you and the caller
- using the right language to create and leave the right impression
- helping the caller in one call
- delivering great customer service each call every call
- making the most of the opportunity with the customer
- managing the stress of busy times
If it’s appropriate for the types of calls you receive, we can include some or all of the following modules into our call handling skills training
- dealing with angry customers
- complaint handling
- sales through service
- dealing with bereaved callers
Call Handling Skills – what our clients say
“Dynamic development programme which made a real difference
A dynamic and fascinating look at communication and call handling skills and their use at work and in everyday life.
I learned more in this course than in over 20 years of customer service.”
Christian Owens, Global SAP Training & Coaching Specialist, Edwards Ltd