About Lesson
After completing this course, participants will have learned to:
Topic 1
Providing Effective Client Service
- Welcome
- The Ten Commandments of Good Business
- What Makes An Effective Client Communicator?
- The Seven Deadly Sins of Service
- Reflection
Topic 2
Your Personality/Your Telephone Voice
- REACH Review – Communication Evolution Tool
- The Communication Model
- The ABCDE (Five Qualities) of a Good Telephone Voice
- Your Welcome – Should HAIL
- Voice Modulation – The 6 P’s to Para verbal Communication
- Reflection
Topic 3
Gaining Your Client’s Trust
- You Never Get a Second Chance to Make a Good First Impression
- Create a Positive First Impression:
- 4 Key Parts to Your Phone Greeting
- Put Your Clients at Ease with Positive Language
- Show Urgency
- Getting to the Point Quickly – Saying Too Much
- Ending a Call Politely and Professionally
- Put It Into Practice
- Reflection
Topic 4
Handling Barriers Over The Phone
- Managing the 5 Barriers
- Words That Must Never Be Used
- Reflection
Topic 5
Effective Questioning
- WIIFM
- Good Questioning Techniques
- Ask Yourself the Following 5
- Open and Closed Questions
- Clarifying Questions
- Seek Satisfaction/Understanding
- Questions to Keep Control of the Call
- Arrange When You Will Call Them Back
- Reflection
Topic 6
Irate Clients
- How to Deal with Angry Clients
- The Challenge of Angry Clients
- Do Not Allow Negative Emotions to Affect You
- High Emotion – Low Intelligence
- Use the HEAT to Defuse an Irate Client
- Reflection
Topic 7
Prepare Yourself
- Planning Phone Calls
- Check Your Ringtone
- Transferring Calls
- Asking a Client to Hold
- Taking Messages
- Reflection
Topic 8
Reception Tips
- Serving Clients at the Reception: The Dos
- Serving Clients at the Reception: The Don’ts
- Reflection
Topic 9
Professional Voicemail Messages
- What to Include in a Voicemail Message?
- Customised Messages for Different Callers
- Closed Greeting
- Internal Greeting
- Practice, Practice, Practice
- Reflection
Topic 10
Reflections
- Create an Action Plan
- Accountability = Action