Interactive Communication Techniques

10 - 20 hours

This workshop will include lectures, group discussions, role-playing activities, quizzes, and tests incorporating a variety of topics relative to customer service and the telephone. Upon completion of the workshop, the participant will be able to demonstrate proper telephone techniques; effective questioning and listening skills; and proper pronunciation, articulation, and tone. The participant will also be able to express familiarity with telephone equipment and services and operate a computer-based communication system while interfacing with customers in simulated situations. A computer database, phones and headsets will be used to simulate a customer-service environment.

• The Challenges of Telephone Communication
  · Barriers to Communication
  · One-Way versus Two-Way Communication
• Three Key Telephone Skills
  · Listening
  · Questioning
  · Speaking
• Handling Incoming Calls
  · Internal and External Customers
  · Phone Courtesy
  · Role Playing Activities
  · · Call Transferring
  · · Message Taking
  · · Call Holding
• Handling Customer Orders on the Telephone
  · General Process for Orders
  · Positive Thinking and Language
  · Role Playing Activities
  · · Customer Orders Using Database
• Handling Customer Problems and Complaints
  · How to's
  · Customer Satisfaction
  · Dealing with Difficult Customers
  · Role Playing Activities
  · · Dealing With Irate Customers
• Handling Outbound Calls
  · Planning your Calls
  · Answering Machines and Voice-Mail
• Using Telephone Technology
  · New Technologies
  · Interacting with a Computer Database