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Personal Mentoring with Jo Farrell
Master Communications Seminar
Women's Image One-on-One
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TALKING TELEPHONE
 | You’ll learn
- How to build stronger customer relationships
- To be more effective and efficient when answering phones
- The importance of projecting a positive image
- How the power of your voice can project a warm, friendly, caring company
- To have fun talking to customers
- Tips and techniques for handling angry confrontations
- How receiving positive customer feedback helps to improve pride in one’s job
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| Who should attend:
- Administrative Assistants, Secretaries
- Switchboard Operators
- Sales Staff
- Outcall Department Staff
- Customer Service Staff
- Supervisors of these employees
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| Program Length
Two to four hours
For program information, contact Kathleen
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| Program Description
Today’s competition is fierce! As products and services become less differentiated, how employees talk to customers, especially on the telephone, is even more critical. Statistics show that effective communication is 7% what you say and 93% how you say it. Normally, the 93% breaks down into 55% physical looks, facial expression and body language; and the 38% voice sound and patterning. On the telephone, the 93% becomes the sound of the voice only. This creates a mental image of the speaker and the company in the mind’s eye of the listener. The voice now becomes the overwhelmingly important factor in the communication.
THE FARRELL GROUP’S “Talking Telephone” seminar ensures your employees create the most positive image possible when talking to customers or other employees on the phone. Included in the seminar are:
- Discovering the “golden voice,: the professional voice, enabling employees to project a warm, welcoming and knowledgeable sound. Voice exercises are used to help participants find their own “golden voice”. Participants are taught how to use a tape recorder to continually develop their voice.
- Handling problems or angry customers. How to turn a negative confrontation into a positive conversation. "Kill them with kindness”
- Tools to use to facilitate varying the pattern of one's voice to create a more interesting and listenable voice sound including:
- Punching words
- Contrast in the voice
- Use of pauses
- Coloration of words
- Throwing words away
- Repetition and alliteration
- Raising the energy level of one's voice. How you "pout a smile on your face and a smile in your voice by "thought patterning”
- Information on how to think on your feet and speak creatively. How to have fun with customers.
- Techniques on helping employees to understand their power and the importance of their jobs in helping to create a positive image for the company.
- How body language and facial expression when on the phone, affect one's voice energy level as well as how the speaker is perceived by the customer.
- Practice on speaking in shorthand and still conveying the complete message.
- Making the caller feel you are their friend by developing a warm, friendly and fun conversation.
- The importance of listening especially when the customer is upset.
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Call Kathleen to arrange time on Jo's calendar.
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