TELEPHONE SKILLS
People tend to judge a company's reputation by the way in which their employees handle complaints, questions or take orders on the phone. In this high-tech world good customer service is becoming a thing of the past. Consequently, the role of the 'live operator' has become significantly more important. After lengthy holds or being cut off, the last thing a caller wants is to talk with a rude, uninformed, or inept employee, who has a bad attitude. Surely then it makes sense to ensure that your people are using the phone in a professional, friendly, and competent way? This can be achieved very effectively by tried and tested training. Our train-the-trainer manuals are legendary in the industry. The following manuals are available:
- Reception Enhancement
- Sales Enhancement
- Customer Service Enhancement
Naturally, these specific 'things' will vary from product to product and company to company. Over the years we have collected data, which identify these specific 'things' for each industry. We include them in each of our training programs. Our programs are cost effective because we use the "TRAIN-THE-TRAINER" format:
- We sit down with your senior staff/trainers and customize our generic manual to suit your company's needs. This has a two-fold advantage - the manuals will be specific to your business philosophies, and because your personnel are intimately involved in the process, they will be motivated to ensure its success.
- Because your own people have had a share in the compilation of the manual they will be in a position to train all of your employees and those that may join the company in the future.