Module 1: Your Telephone Voice
Helps the participant understand the importance of using positive collection techniques and strong interpersonal skills. Learn and practice aspects of voice quality, including inflection and pacing. (Allow Approx. 1 hour training time)
Module 2: Listening Skill
Teaches how to improve listening skills. Focuses on learning what to listen for, recognizing communication styles and identifying habitual customer responses. Provides tips on how to avoid and overcome negative “self-talk.” (Allow Approx. 1 – 1 1/2 hour training time)
Module 3: Communication Gaffes
Explains how to determine what a customer is really saying under conditions of stress. Offers suggestions on when and how to challenge customer generalizations and assumptions. (Allow Approx. 1 – 1 1/2 hour training time)
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