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Please select from the available courses below to view the course description.
Before the Call
Service professionals know that how they deliver their message often communicates more than the actual words they choose. The meaning behind your words is influenced by how prepared you are. This preparation is, therefore, critical to your success in the call. This module offers the service representative guidance in preparing to receive or make a telephone call.
Making the Connection
Words and vocal qualities shape your communication to the customer. Vocal qualities, though subtle, can significantly alter the meaning of the words you speak, without you even being aware of it. This module offers thorough explanations, practice and examples to improve your vocal skills in the areas of pitch, inflection, volume, rate of speech and clarity.
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Establishing Rapport
The ability to build rapport with the customer is an attitude about the customer that you communicate through your words. Tools such as an effective greeting, a fresh sound or approach, use of the customer's name will create an atmosphere of courtesy and respect toward the customer. In this module, you will learn how to establish rapport every time you connect with customers.
Maintaining Rapport
Once rapport is created with a customer, continued effort is required throughout the telephone call to ensure the connection is maintained. Techniques include use of the greeting, matching the customer's vocabulary, avoiding dead air, being tactful and respectful, and employing a value added close. Use these important techniques to maintain a positive, respectful approach during the telephone call.
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Creating a Climate for Rapport
A positive attitude benefits both customers and co-workers. Good rapport within the department creates a positive attitude, and this is transferred to the client. Learn how to use positive wording, avoid hot buttons, and release baggage or leftover negative emotions such as worry, anxiety or concern. As well, the module includes guidelines for teamwork, a vital part of a positive department climate.
Effective Listening
The rules for telephone communication are different than those for face-to-face communication, because all of the non-verbal clues are missing. In this module you will learn effective listening responses, and the valuable tools of real and active listening. Other techniques include avoiding mental drift and call diagramming. Barriers to listening should be identified and removed. Through this module, you can become an expert communicator by using effective listening.
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Communicating Through Accents
The cultural mix in most countries and businesses today is diverse, and often service representatives are dealing with people who have different accents; understanding the speaker's message requires a positive attitude, along with some effort and practice. All customers have a right to be listened to and respected. In this module, you will explore effective methods for communicating with people who have accents. Techniques include courtesy, listening habits, active listening, word choices and speaking clearly.
Questioning Skills
Listening and questioning go together. Through effective questioning you can ensure you are listening to information that can help you resolve the customer's issue. This module presents a thorough questioning process that includes appropriate wording, active listening, and open and closed questions.
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Holding and Transferring Calls
Occasionally you will be required to put customers on hold or transfer them in order to resolve their issue. The basic techniques described in this module will show the customers that your focus is on helping them. Handle holds and transfers professionally by following the guidelines in this module.
Establishing Control of the Call
Positive control by the representative will allow the call to move smoothly from one phase to the next in logical steps, and will put the customer at ease. Learn how to eliminate habits that lead to loss of control, and identify those that promote confidence.
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Regaining Control of the Call
Sometimes customers will try to take over control of the call. Through the careful use of the interjection, connect and redirection phases of the valuable “wedge” technique, the successful service representative can regain control of the call's direction and focus. Appropriate timing, along with using closed and open-ended questions, can put the service representative back in control.
Positive Call Management
Sometimes it is necessary to say “no” to customers, or to give them information they do not want to hear. The customer’s requests are not always possible. Learn steps to deal with these difficult situations that will allow you to maintain positive control of the call.
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