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motivational academy

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telephone relationships

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Telephone Relationships

Sales Training / Reception Skills / Front of House / Customer Services

We believe that any person in the company who uses the telephone on a daily basis should have telephone training, but of almost more importance is the abilty to develop relationships by phone, whether internal or external. Developing the telephone skills of your staff in the area of relationship building can be one of the best investments you ever make.

Many people can find being contacted by telephone or having to deal with someone by telephone a very frustrating experience. We all know of the issues regarding dealing with untrained call centres and the frustrations it can bring out.

Our training will show staff how to engage with customers, learn about their business needs, develop bonds and most important of all, develop trust and complete customer satisfaction. This course can be aimed at anyone within the organisation, from receptionist to accounts, field sales to technical support staff - in short, anyone who may have contact with your customers by phone.

Training will include;
¥ Using the telephone without fear
¥ Making a lasting and positive impression
¥ Dealing with complex or challenging interactions
¥ How to listen
¥ Using the voice to the best effect
¥ Effective listening skills
¥ How to prepare for giving interviews
¥ Ensure positive messages and avoiding using negative language

This is one of our key areas of training which has been developed over a number of years. In addition we can tailor specific courses to your company's individual needs.
When customers engage with you by phone your aim should be to ensure their experience - from the first point of contact to the resolution of their enquiry - leaves them 100% satisfied. 99% is simply just not acceptable!