Confident Call Handling

• The role of the ring!  Optimising inbound and outbound phone interactions in customer service, to get the most from every minute.  Including:  The art of greeting and introductions.  Active listening, questioning techniques, and structuring effective conversations.
• Understanding your communications style – and that of your customers’, so you can better manage the interaction and get the results you want.
• Tame the Tiger!  How to put your demanding customers at ease – bring them on side and create a win-win outcome for all.
• Self-care – to support yourself, manage stress, and access a calm and collected state (at work and at home)
• Responding not reacting.  Taking the emotions out of the situation, so you can get the best out of every conversation
• Transforming phone use from FEAR to FUN.   (From: F.E.A.R – False Evidence Appearing Real, to F.U.N. – Fortunate Upward Navigation)
• Rapport-Generators.  Building rapport, how to create it, when to break it.    The physiology, tone and verbal attributes of rapport.
• Linguistic prowess!   Words to embrace, words to avoid.
• LEARNT model – to provide excellence in customer service – turning challenging moments into 5-star reviews. (Spoiler:  the challenging customer, can be your BEST customer!)

Anyone who has contact with customers, both internal and external, on the phone