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The Telephone Skills Training
Manuals
Volume One: 38 Activities for Mastering
Inbound Calls
Volume Two: 22 Activities for Mastering
Outbound Calls Everyone has been on the receiving end of poor telephone skills, yet
none of us recognize the same faults in ourselves. The Telephone
Skills Training Manual, consisting of two separate volumes for inbound
and outbound calls, is designed to introduce, reinforce, and
strengthen fundamental telephone skills for handling customer service
and sales calls. The activities encourage participants to reflect on
their experiences, share successes, learn from past mistakes, and
practice new skills and techniques.
Telephone Skills Training Manual Learning Outcomes:
- Develop and strengthen telephone
skills
- Improve self-awareness
- Observe behavior
- Give and receive effective
feedback
- Create a supportive work
environment
Volume One – 38 Activities for
Mastering Inbound Calls includes: How to Develop Your Telephone
Personality, Building Rapport with the Customer, The Importance of
Listening, The Criteria of a Successful Inbound Call, Handling a
Complaint on the Telephone, and more.
Volume Two – 22 Activities for Mastering Outbound Calls
includes: How to Turn Customers on to Your Proposition, Quoting the
Price and Asking for an Order, Handling Rejection in a Positive Way,
The Cold Call, Telephone Account Management, and more.
The Telephone Skills Training Manuals are perfect for anyone who wants
to improve their inbound, outbound, and basic telephone skills,
including receptionists, telephone sales staff, customer service
representatives, credit control staff, and other specialists.
Organized in 3-ring binders, each volume includes a planning
checklist, a training needs questionnaire, a closing checklist, tips
for trainers, reproducible participant handouts and worksheets,
facilitator instructions, overhead transparency masters, and action
plans.
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