Delivering Excellence via Email and on the Telephone

09:30 – 10:00 Welcome and coffee. Introduction to the course and its objectives.
10:00 – 10:30 Email and Telephone. The big difference.
(This part of the course clearly identifies the skill sets we need for these two unique forms of communication)
10:30 – 11:00 Don't put me on hold!!
(We will be doing exercises to establish what annoys us and delights us personally with regard to telephone and email and how we can apply this to our own business)
11:00 – 11.30 Moments of truth. Best practice on the telephone and email.
11:30 – 12:00 Current and effective communication skills. The power of tone awareness. How can we be outstanding on the telephone?
12:00 – 12:30 The 6 key components of active listening.
(A great fun exercise to establish our own skills in active empathic listening techniques)
12:30 – 13:00 Questioning techniques. How different questions can open up conversation.
13:00 – 14:00 Lunch
14:00 – 14:30 Managing difficult calls and responding to challenging emails. How to deal with conflict on the telephone. Exploration of the ULAR formula and the advantages of using it.
14:30 – 15:15 Scenarios. Confidence building for every eventuality (Mystery shopping exercise where we create our own criteria for evaluating excellent customer service on the telephone)
15:15 – 16:00 Creation of our 10 top tips for our business for both telephone and email.
16.00 – 16:45 Summary and Action Plan agreed.
What are we going to stop doing, keep doing and start doing from tomorrow?

• Gives you all the tools you need to be outstanding on the telephone and via email
• Develops your understanding of active empathic listening skills and how vital they are to delighting your customers
• Incorporates a 10 top tips action plan that you can apply immediately to your business.