 Everyone has been on the receiving end of poor telephone skills, yet none of us recognize the same faults in ourselves. The Telephone Skills Training Manuals, consisting of two separate volumes for inbound and outbound calls, is designed to introduce, reinforce, and strengthen fundamental telephone skills for handling customer service and sales calls. The activities encourage participants to reflect on their experiences, share successes, learn from past mistakes, and practice new skills and techniques.
Learning Outcomes -
Develop and strengthen telephone skills -
Improve self-awareness -
Observe behavior -
Give and receive effective feedback -
Create a supportive work environment Volume One 38 Activities for Mastering Inbound Calls - How to Develop Your Telephone Personality
- Building Rapport with the Customer
- The Importance of Listening
- The Criteria of a Successful Inbound Call
- Handling a Complaint on the Telephone
- and more...
Volume Two 22 Activities for Mastering Outbound Calls - How to Turn Customers on to Your Proposition
- Quoting the Price and Asking for an Order
- Handling Rejection in a Positive Way
- The Cold Call
- Telephone Account Management
- and more...
The Telephone Skills Training Manuals are perfect for anyone who wants to improve their inbound, outbound, and basic telephone skills, including receptionists, telephone sales staff, customer service representatives, credit control staff, and other specialists.
Organized in 3-ring binders, each volume includes a planning checklist, a training needs questionnaire, a closing checklist, tips for trainers, reproducible participant handouts and worksheets, facilitator instructions, overhead transparency masters, and action plans. |
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| Resurse De Training
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PSIHOLOGIA VANZARILOR IN TURISM, HORECA si SERVICII - Autor & Trainer Mirela Minciu
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LEADERSHIP si MANAGEMENT: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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COMUNICARE: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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Business Games - Jocuri de invatare
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INTELIGENTA EMOTIONALA: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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MANAGEMENTUL CONFLICTELOR SI AL STRESULUI: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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DIVERSITATEA SI HARTUIREA:cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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ACADEMIA NATO: CURSURI PENTRU MILITARI, CIVILI, PRESA, COMANDANTI, MANAGERI, OPERATIVI, INTELLIGENCE, TEHNOLOGII, INGINERI, LOGISTICA
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MANAGEMENTUL TIMPULUI: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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TEAM BUILDING: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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MANAGEMENTUL SCHIMBARII: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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MANAGEMENT DE PROIECT: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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ANALIZA, LUARE DECIZII, REZOLVARE PROBLEME: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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EVALUAREA SI DEZVOLTAREA PERFORMANTEI: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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VANZARE: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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DEZVOLTARE ORGANIZATIONALA: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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CUSTOMER SERVICE: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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NEGOCIERE: kituri, resurse, cursuri, teste, activitati, jocuri
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CREATIVITATE SI INOVATIE: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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COACHING: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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Evaluari de selectie, competente si instrumente HR (180, 360 grade)
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Exercitii pentru Evaluare si Training
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Simulari, Situatii, Scenarii de Business (28)
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Presa
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Arhiva Evenimente, Cursuri, Coaching
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DEKON a devenit partener HRDQ
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