Effective Telephone Skills Using NLP

Course Objectives

• Tackle the most common mistakes when speaking over the telephone
• Enhance your speaking voice and vocal impression
• Overcome psychological barriers when communicating with others
• Handle difficult callers with professionalism

Target Audience

Call centre agents, front-liners, customer service representatives, tele-sales or marketers, any roles that wish to further enhance their telephone skills.

Methodology

Interactive lecture, group activities, personality profiling, role-plays, partner discussions, case dissection, in-class demo, intergroup challenges, presentations of action plans

Course Modules

Module 1: Fundamentals of Telephone Communication
Module 2: Dealing with Difficult callers
Module 3: Steps in Enhancing your Telephone Skills & Etiquette
Module 4: The telephone as the tool for customer support