Im trying to design a training workshop on Telephone TEchniques. Does anyone have any good ideas on the content i shoudl include?
Tom Donegan
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Im trying to design a training workshop on Telephone TEchniques. Does anyone have any good ideas on the content i shoudl include?
Tom Donegan
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4 Responses
mail address?
If you provide me with your mail address, I can send you some stuff.
lisabirch@securetrustbank.com
Telephone Techniques
Here’s the outline of a chapter from a book on Business Communication which I wrote some time ago. Unfortunately it is not my copyright, but I’d be very happy to help develop some new material, including samples and exercises.
THE TELEPHONE
General intro
MAKING CALLS
Taking control of your phone
Preparation
Tactics and techniques
TAKING CALLS
10 points to remember
TELEPHONE EFFICIENCY
Value for money
Cost of calls
Time-saving
Controlling personal calls
TELEPHONE MESSAGES
TELEMARKETING
The benefits of using the phone
Limitations and problems with the telephone
OFT guidelines
Incoming sales calls
Outgoing sales calls
Sales research and the phone
Telesales scripts
Make Telesales Work – Stephen Kaye
This is a good book with a number of good points. Got it through Amazon – cheap and easy to read.
Telephone Techniques
I have also mailed this to an earlier questioner…..so here are my comments for you!
Listening Exercises: Really important. Most people believe they are listening, but the reality is that they’ve probably on heard a small fraction of what was said. The art of listening is not what is said, but what is not said. Recommended book LISTEN UP, ISBN 0-312-24265-4.
Read an interesting paragraph from newspaper/magazine. Read it again. Then ask formal questions about the content. Keep the article to about 2 minutes duration.
Bad telephone techniques: I think the process of identifying what is a bad telephone call/conversation is so important. It’s a way of immediately identifying what good habits should be employed, and therefore ensures everyone is immediately looking down-the-road towards improvement.
Role play: this is important too, because it allows everyone to hear bad techniques. If recorded and played back it can be a great tool for future classes. You’ll have some good and bad examples for use later.
Vocal clarity: It’s important too, that the voice is clear. Good vocal techniques are important, clarity of vowels, correct pronunciation of words, good breathing, good use of appropriate language – there are loads of books on this.
Body language: affects the way you speak…..lean forward you are becoming more dominant; lean back – resigned; spinning your chair – bored? All these physical activities, will while on the phone, affect your voice and how you sound….your vocal body language.
Hope some of the additional points here are useful.