Effective business communication techniques for call centre operators and managers

Programme

Theory on the basics of telephone communication

• The caller's expectations
• What the caller expects from telephone communication
• Techniques for creating a positive attitude and establishing a trusting relationship
• Components of quality service
• Creating a professional telephone image
• Steps of serving the caller

Practice: techniques for a positive attitude and establishing a trusting relationship

• Techniques in a recorded role play

Theory on the structure of a telephone call

• Starting the contact (greeting standards)
• Voice and speech on the telephone
• Three types of calls
• Techniques for controlling the course of the conversation
• The question funnel
• Active listening
• The role and types of questions in dialogue, techniques for formulating them
• The ability to inform and advise the caller
• The situation and rules for offering an alternative
• 7 steps to professionally ending a conversation

Practice in professional telephone communication

• Participants will practise and receive feedback

Theory on business communication with different types of customers

• Ways of managing complaints, regulating emotional tension in communication with callers
• Rules for working with difficult customers, callers' complaints and claims, types of behaviour in difficult situations
• Causes of callers' conflicts and complaints, how to treat them
• Unprofessional remarks
• The correct refusal

Workshop: Role plays and group exercises will help participants better understand the specifics of each type and the rules for working with them