PhoneSmith courses - Inbound calling
Objective
To ensure that every employee answering inbound calls helps develop stronger client relationships and leaves callers feeling richer for the experience.
Programme
These courses are tailor made and designed to cover all business activities which involve answering the phone: transferring calls, processing orders, handling complaints, handling credit control, even subtly denying access to the person the caller wants to speak to, etc.
The programme begins by highlighting the negatives associated with poor phone handling:
- Being passed from pillar to post
- Waiting on hold for ages
- Poor English
- Disinterested call handler
- Getting cut off
- Feeling rushed
- Someone obviously reading from a script
- Over familiarity!
The course then addresses how to avoid these aggravations through best practice and to gain additional commercial value from the exchange.
As with our outbound programmes, each session closes with coaching in essential vocal rapport skills.
Alternatively take a look at our other courses:
“I now feel liberated from all anxiety when I pick up the phone to make a sales call.”