COURSE OVERVIEW

Customer Engagement role via life telephone conversation is a business element that is here to stay. AverNoble’s customised course will help Telephone support team learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.

LEARNING OBJECTIVES

  • Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element
  • Learn aspects of verbal communication such as tone, cadence, and pitch
  • Demonstrate an understanding of questioning and listening skills
  • Acquire comfort with delivering bad news and saying no
  • Learn effective ways to negotiate
  • Understand the importance of creating and delivering meaningful messages
  • Use tools to facilitate communication
  • Realise the value of personalizing interactions and developing relationships
  • Practice vocal techniques that enhance speech and communication ability
  • Personalise techniques for managing stress

 COURSE OUTLINE

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