The telephone will often be the first point of contact for your customers.
Because your caller can’t see you over the telephone, they will form a perception that extends beyond the person answering, to the entire organisation. This perception becomes their reality.
What is your peoples’ present telephone standard saying about YOUR organisation?
A first impression of your organisation is quickly formed within 3 seconds of the telephone being answered. This crucial first impression can so easily make or break a customer’s attitude. It could affect a pivotal sales opportunity and your bottom line, or erode trust and ruin your reputation.
Although we expertly work ‘one on one’ with your Director of First Impressions, your receptionist, don’t believe that your receptionist is the only one who needs to be trained in these essential skills. No matter what their job role, everyone in your organisation needs to have the right tools to create a positive first impression and control telephone calls in a consistently professional manner first time, every time!
Congratulations on arriving here. You understand the importance of exceptional telephone skills. You know your success demands everyone be skilled in professionally communicating over the telephone with confidence, clarity and consistency. Don’t leave this crucial area of your marketing to chance! Edge will shape your team to bring out the very best.
Smart Phone Skills for IT Experts
Convert Enquiries into Profit
“Our receptionist, thoroughly enjoyed both your coaching session and the half-day ‘Fast Track Your Phone Skills’ course. When we conducted a feedback session on completion of the training, she gave you the highest rating for your ability to train and deliver the required content, for your knowledge of the topic being presented and the exercises and demonstrations given. When we asked what the most useful part of the training was, she identified learning about proactive and reactive language – everyday words and phrases that may come across differently and when changed, can come across more appropriately. The training course was very concise, engaging and delivered in the appropriate duration.”
Chris Smoje, Learning and Development Manager, Adventure World
“Edge Communication presented a telephone customer service program for our team in a series of workshops, mystery calls and follow up sessions designed for our IT Help Desk. Ava delivered the program in a very professional, engaging manner and our team took all of the new strategies back into the workplace. Three years later we are still actively implementing the skills Ava taught us and are successfully inducting all our new staff using Ava’s Telephone Procedures manual. Our people have learnt the confidence and skills to not only diffuse our clients’ frustration when experiencing IT issues, but to achieve a quicker resolution, saving time and increasing productivity. I can’t recommend Ava enough, she really did help turn around my ragband team of Service Desk at the time into a very well oiled and communicative team It has been a delight working with Ava and I have no hesitation in recommending Edge Communication if you want to improve your customer experience.”
Jason Priest, Service Manager, Future Logic
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