Hot Picks
Topics Covered
Hotlines UK customizes its materials for every client. The following is a list of popular training topics we are often asked to deliver:
Professional Telephone Skills
- The deadly sins of telephone behaviour
- Excellent message taking
- Handling nerves on the phone
- Positive vocabulary
- Telephone assertiveness
- Questioning skills
- Listening skills
- Voice control
Customer Service
- What is customer service?
- Why customers leave
- Your impact on customer lifetime
- Opening an effective call
- Influencing customers using positive vocabulary
- Recognising and handling customer stereotypes
- Handling complaints
- Call control
- Up-selling and cross-selling
Telesales
- Building business relationships
- Adrenalin management - cutting call resistance
- Pipeline management
- Planning and preparation
- Getting past the gatekeeper
- Opening the conversation
- Dealing with rejection
- Probing and fact finding
- Qualifying the prospect/opportunity
- Listening for buying signals
- Trial closing
- Objection handling
- Final closing
- Up-selling and cross-selling
- Telephone negotiation skills
- Writing proposals
Call Centre Team Leaders, Supervisors & Managers
- What is management?
- Leadership
- How to recruit high quality staff
- Interviewing systems & skills
- New employee induction
- Monitoring and controlling team performance
- Managing telephone staff motivation
- Time management
- Supervisor's assertiveness
- Correcting unacceptable behaviour & discipline
- Managing your manager
- Presentation skills
- Coaching skills
