Phone training

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Phone training.jpg

The first contact between an organisation and the customer is nearly always by phone.
Daily, two million phone calls end up at the wrong person!
Only 23 % of the phone calls that come in are dealt with without crossing the irritation threshold.
On average, 45 % of the calls is put through to the wrong person!

Accessible, simple, customer-oriented and safe, that's what contact by phone should be like. People who seek information or advice therefore usually grab the phone as a first means of contact. In many situations, a phone call is an adequate form of contact.

The accessibility of your organisation, the customer-friendliness of your employees and an efficient method for dealing with orders, putting calls through or answering questions correctly, are essential to your organisation. After all, the quality of your phone service is an integral part of the total service of your organisation.

For who

For call centres, desk clerks, secretaries, operators/receptionists, salesmen and helpdesk employees.

The training

Basic skills

  • Raising awareness; when you answer the phone you are the front piece of your organisation.
  • Structure of the conversation
  • Attitude, use of voice and correct language use
  • Structuralize incoming calls and or putting calls through
  • Active listening
  • Different conversation techniques
  • Taking control and remaining in control of the conversation
  • Uniformity in dealing with phone calls, according to company policy
  • Dealing with different customer behaviour
  • Time management; dealing efficiently with the available time

Dealing with complaints

  • Being assertive and proper
  • Dealing with your own tension
  • Responding effectively to complaints
  • Dealing with complaints and restoring the customer’s faith in the organisation
  • Using the complaint as valuable feedback for the organisation

Customer-oriented communication

  • What is customer-oriented communication?
  • What does customer-oriented communication mean for your daily dealings with customers?
     

Information

Of course, for further information or any queries you might have, you can contact us at our office in Rijswijk in The Netherlands, phone +31 (0)70 3623617, or send an e-mail info@houthoffgroup.com