Rahe Hospitality Services - WOW! Telephone Skills

"TOP! Telephone Skills
To Increase Your Bottom Line"

To the person on the other end of the phone line, YOU are the company!

Overview: This program is a fun, interactive way to increase the ability of your staff to satisfy customers on the phone while becoming better representatives of your company, and to share the telephone techniques that lead directly to a better bottom line.

Content:
Warm-up Exercise: X-Rated - (What Are Our Telephone Pet Peeves?)
Tips: Winning Telephone Skills and Etiquette

Tone of voice issues-pace, volume, inflection, pitch

Taking effective messages

Proper ways to put on people on hold

Transferring within the company to avoid "Bureaucratic Bounce"

Voice mail, speakerphone etiquette

Telephone customer service amongst staff

Correct answering and closing techniques
Exercise: Positive Speaking - (Better Ways To Say...)
Tips: Handling Difficult Situations On The Phone
Scenario / Role-play: Handling An Unhappy Customer On The Phone
Tips: Positive Selling

Listening skills

Handling objections, asking good questions

Upselling

Closing the sale
Exercise: In This Situation… What Would You Say? (Practice Using Selling Tips)
Tips: Handling The Challenge Of Many Accents, Many Languages On The Phone
Wrap-up Exercise: Self-Evaluation / Commitment To Make Necessary Improvements

Length of session: Two hours

Training Materials: Training manual with tips and exercises for each participant

Methodology: Interactive with much audience participation. Session combines service tips with pairs practice, small group brainstorming discussions, and skill-building activities.

Presented by: Rahe Hospitality Services (303)722-1608, fax (303)722-1692