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Half Day | Max. 10 Participants
Workshop Outcomes
- Know how to make an impressive first impression when answering the phone
- Portray professional tone of voice
- Ask quality questions to discover needs and control the call
- Actively listen to project a caring attitude
- Use customer focused language to convey a we-can attitude
- Confidence and skill to make successful outbound calls
- Know how to professionally manage a call from start to finish
- Display empathy to defuse a sticky situation
Topics Covered
- The importance of first impressions and your greeting
- Your tone of voice
- Using customer focused language
- Quality questioning and active listening
- Taking ownership of the call
- Making outbound calls
- Message taking
- The 5 steps to professionally managing a call
- The art of empathy
- Telephone recorded role play so participants can hear themselves and receive feedback for improvement
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to Face
- Virtual
Overview
You never get a second chance to make a first impression.
The people who answer the phone in your organisation are your Directors of First Impressions and are responsible for projecting a positive image. Consider this…in the first 3 seconds your caller will make an instant judgement of whether they trust your organisation. This is their moment of truth! Your caller's first impression will make or break their attitude and become the decider between whether they engage or repel. Phone skills are not a given anymore so don’t leave it to chance!
In this exciting experiential workshop, your people will learn the latest approach to professional telephone etiquette. They will refine and refresh their phone presence with confidence and skills that can easily be transferred to the workplace, to boost client relationships and reduce workplace stress.
Please note: If a recorded role play is required, the the maximum number of attendees for this session is 10. If the recorded role play is not required, the maximum number increases to 20.
Workshop Outcomes
- Know how to make an impressive first impression when answering the phone
- Portray professional tone of voice
- Ask quality questions to discover needs and control the call
- Actively listen to project a caring attitude
- Use customer focused language to convey a we-can attitude
- Confidence and skill to make successful outbound calls
- Know how to professionally manage a call from start to finish
- Display empathy to defuse a sticky situation
Topics Covered
- The importance of first impressions and your greeting
- Your tone of voice
- Using customer focused language
- Quality questioning and active listening
- Taking ownership of the call
- Making outbound calls
- Message taking
- The 5 steps to professionally managing a call
- The art of empathy
- Telephone recorded role play so participants can hear themselves and receive feedback for improvement
Who is this workshop for
Managers, Teams, Receptionists.
Handouts/materials provided
Training handouts
What to bring
Pen
Facilitator
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
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