Professional Customer Engagement – via Telephone Conversation

Course Overview

Customer engagement via telephone conversations is a lasting business essential, and AverNoble offers a tailored course to empower telephone support teams with the skills to excel in this domain. The course delves into effective listening and communication, highlighting the sales and customer service aspects inherent in every phone interaction. Through this dynamic and hands-on training, participants will gain the expertise needed to maximize their telephone-based work and create a positive impact on customer engagement.

Course Modules

What’s Missing?
Verbal Communication Techniques
Who Are Your Customers?
Active Listening Skills
Asking the Right Questions
Saying No
Going Above and Beyond
Tips for Challenging Callers
Managing Stress
Action Plans

Learning Objectives

Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element
Learn aspects of verbal communication such as tone, cadence, and pitch
Demonstrate an understanding of questioning and listening skills
Acquire comfort with delivering bad news and saying no
Learn effective ways to negotiate
Understand the importance of creating and delivering meaningful messages
Use tools to facilitate communication
Realise the value of personalizing interactions and developing relationships
Practice vocal techniques that enhance speech and communication ability
Personalise techniques for managing stress

Course Methodology

	Interactive Online Learning (using Quizzes, White Board, etc.)
	Role-Plays
	Storytelling
	Mini-Lectures
	Practical Works
	Video Based Learning
	Group Activities, Discussion & Presentation

	Mini Projects
	Problem-Based Learning (PBL)
	Demo
	Recap Sessions
	Ice Breaking / Games
	Pre-Assessment & Post-Assessment

The exercises and activities incorporate “FUN” elements are thoughtfully selected to best suit the general corporate culture. Our expert trainer will ensure the exercises used are highly applicable to your industry in order to enable participants to apply the knowledge, skills and behaviour which they have obtained through this learning session.

Who Should Attend

This course is designed for New Hires, Executives, Managers and identified individuals in the organisation, integral to the business objectives and targets.

Course Duration

Two (2) Days

Important Note: Course Outline and Duration can be customised according to client's requirements

Things you would like to highlight or CTA

Elevate your customer engagement game and make every conversation count with our comprehensive training. Join our course today to hone your telephone-based communication skills, whether you're a support agent or a sales professional. Learn the art of active listening, effective communication, and mastering the subtle balance between sales and service. This is your opportunity to transform each phone call into a meaningful and impactful interaction. Don't miss out on this chance to excel in professional customer engagement via telephone conversation; enroll now and unlock your full potential!