Telephone skills are second nature to most people - and that's the problem. We make assumptions about the people we're talking to, we're careless and lazy about what we say and we fall into bad habits. Everyone has been on the receiving end of poor telephone skills - probably on many occasions - and yet none of us recognize the faults as our own. The Telephone Skills Coaching Manual contains ready-to-use sessions for working with individuals or small groups. The material is designed to enable the trainer or coach to help trainees reflect on their experiences, share success, learn from failure and practise new skills and techniques until they're ready to try them out for real. The coaching processes involved in the manual will improve self-awareness, teach your people how to observe behaviour, give and receive effective feedback; all of which are essential to create a supportive work environment. The materials can be used to develop: c everyone who needs to improve their telephone skills; c receptionists and telephone 'gatekeepers'; c call centre and telephone sales teams; c credit control staff and other specialists. Volume One focuses on the fundamental telephone skills that we all need, along with the skills for handling inbound customer service and sales calls. Volume Two covers outbound calls.
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Maße
Höhe: 279 mm
Breite: 210 mm
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978-0-566-08300-6 (9780566083006)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Klassifikation
Pat Cochrane began her career in newspapers, working for the Guardian before joining the Lex Service Group to set up a new telephone sales and marketing team. She then went on to complete a similar project for Parcelforce. Since she formed PMC Associates (pmctraining.com) in 1993 her clients have included BT, Eircom, Legal and General, The Prudential, The Industrial Society, Credit Suisse Asset Management and BskyB. Pat is also the author of several books on the subject of using the telephone to develop profitable relationships with customers. They include The Power of the Phone and Outbound Telephone Selling. PMC Associates have undertaken a broad range of assignments that encompass all telephone activities from switchboard to desk-based account management. Training, consultancy and writing training resources for their clients identified the need for this training kit, which will allow trainers and managers to develop the telephone skills of everyone in their organization.
Worksheet index; Symbols; Introduction; Planning and assessing your coaching sessions; Why do you need to conduct telephone skills coaching?; Top tips for trainers; Introducing a session. Part I Key Telephone Skills: Organizing yourself to handle an incoming call; How to develop your telephone personality; Who's calling?; How can you tell? - mental images; Building a rapport with the customer; It's not what you say; it's the way that you say it; How to project a positive rather than a negative attitude; Developing strategies for handling difficult customer behaviour; Using your voice to communicate your message; Slang and lazy phrasing; The power of positive language; How to create a word picture; Using one word instead of several; The importance of listening; How to improve your listening skills; Different levels of listening; How to avoid stereotyping customers and situations; How to use questions to develop your conversation; How to avoid interrogating your customer; Gathering information; Leaving the caller satisfied. Part II Inbound Calls: Introduction - inbound calls; May I help you?; Corporate response; The structure of an inbound call; Without action there is no communication; The criteria of a successful inbound call; Exploring the situation; Taking a sales order on the telephone; Handling a complaint on the telephone; When to involve others; What happens next?; Handling internal calls; Transferring calls; Handling external calls; The inbound telemarketing call; The inbound sales call; The inbound customer service call; Making an appointment via the telephone.
