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VECCI - Telephone Techniques

A phone call is often your customer's first point of contact with your organisation. It provides you with an instant opportunity to connect with both potential and existing customers and to shape a positive professional perception of your organisation. This program will enable you to focus on the essential and distinct telephone skills that will help you to maximise that first opportunity to interact with your customers.

  • The differences between face-to-face and telephone customer interactions
  • Essential tools and preparing to take or make customer calls
  • Creating a 'wow' first impression for your customers
  • Effective listening and questioning techniques for a quality call
  • Modulating verbal communication aspects to connect with customers
  • Avoiding common customer frustrations with telephone service
  • Managing your customer telephone conversations for time, problem solving, answering queries and objections
  • Handling and resolving customer complaints
  • Personal commitments to your telephone customer interactions

When:
04 April 2012
(View all upcoming dates and times)
Where:
Geelong Conference Center Adams Court, Eastern Park Geelong
Costs:
Adult Member $395.00 Non-Member $440.00
Facilities: Wheelchair accessible
Toilets available
Parking available

Further Information

Associated Organisations:VECCI
Contact:James Gulli
Phone:5227 7990
Email:geelong@vecci.org.au
Website:http://www.vecci.org.au/Training/Training_Courses/Pages/default.aspx?Code=TPT0096