The Telephone Mastery course is designed to enhance participants’ telephone communication skills and equip them with the knowledge and techniques required to provide exceptional customer service over the phone. This course focuses on developing effective communication strategies, improving active listening skills, and handling challenging customer situations with professionalism and empathy. Participants will learn how to create positive experiences for callers, enhance customer satisfaction, and contribute to the overall success of their organization.
- Develop Effective Communication Skills: Participants will learn the principles of effective communication over the telephone, including clarity, tone, and language choice. They will explore strategies for building rapport, engaging callers, and conveying information efficiently and professionally.
- Enhance Active Listening Skills: Participants will understand the importance of active listening in telephone conversations. They will learn techniques to improve their listening skills, such as paraphrasing, summarizing, and asking clarifying questions. This will enable them to better understand customer needs and provide appropriate solutions.
- Handle Challenging Customer Situations: Participants will acquire the skills to handle difficult customer situations with confidence and professionalism. They will learn techniques to manage angry or upset callers, de-escalate conflicts, and turn negative experiences into positive ones. Participants will also explore strategies for effectively handling complaints and resolving customer issues.
- Provide Outstanding Customer Service: Participants will gain insights into delivering exceptional customer service over the phone. They will learn how to personalize interactions, anticipate customer needs, and exceed expectations. Additionally, participants will understand the importance of empathy, patience, and problem-solving to create positive experiences for callers.
- Master Telephone Etiquette and Call Management: Participants will be introduced to telephone etiquette best practices, including proper greeting, call routing, and effective call closure. They will learn how to manage multiple calls simultaneously, prioritize tasks, and handle voicemails and callbacks efficiently.
Target Audience: The Telephone Mastery course is suitable for professionals who frequently engage with customers over the phone, such as customer service representatives, call center agents, receptionists, sales representatives, and anyone responsible for handling incoming calls. It is also valuable for individuals who wish to improve their communication skills and provide outstanding service in a telephone-based environment.
Course Outline: Advanced Negotiation Skills
Module 1: Understanding Negotiation Dynamics
- Introduction to advanced negotiation concepts
- Different negotiation styles and approaches
- Power dynamics and their impact on negotiations
- Cultural considerations in international negotiations
Module 2: Advanced Preparation Techniques
- Gathering and analyzing information for negotiation
- Setting clear objectives and defining negotiation strategy
- Identifying potential challenges and developing contingency plans
- Assessing and leveraging BATNAs (Best Alternative to a Negotiated Agreement)
Module 3: Building and Maintaining Relationships
- Establishing rapport and trust with the other party
- Effective communication and active listening in negotiations
- Managing emotions and controlling the negotiation environment
- Building long-term relationships based on mutual benefit
Module 4: Overcoming Difficult Negotiation Situations
- Handling conflicts and managing difficult personalities
- Strategies for negotiating under high-pressure situations
- Creative problem-solving and turning impasses into opportunities
- Ethical considerations in negotiations
Module 5: Communication and Persuasion Skills
- Articulating positions effectively and using persuasive language
- Asking probing questions to gather information and uncover interests
- Active listening and understanding the other party’s perspective
- Negotiation tactics and strategies for achieving desired outcomes
Module 6: Role-Play and Case Studies
- Applying learned skills and techniques through interactive role-plays
- Analyzing real-life negotiation scenarios and discussing strategies
- Feedback and coaching for improving negotiation performance
Module 7: Review and Recap
- Recapitulating key concepts and strategies covered in the course
- Reflection on personal growth and development as a negotiator
- Action planning for implementing advanced negotiation skills in practice
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I attended my first course in 2015 with the dream of becoming an IT professional. I have registered for the MCSA course and since then I have never stop learning. I have completed successfully the Azure and Office 365 courses which helped me find my dream job. Now I can ask for more and I know who can help me take them.
SCP Academy helped me learn more than I could ever imagine. The courses enriched me with knowledge and professional skills that i use in my job
Following my passion for technology was one of the best decisions I ever made. In SCP Academy I have found and attended courses that advanced my career to the next level.
SCP academy was the key for me to step to success. Regarding the knowledge that I gained from the university the academy offered to me more skills to succeed my goals and my dreams. SCP academy has offered to me professional courses that helped me to start my new career in Malta.
- Lectures 0
- Quizzes 0
- Duration 60 hours
- Skill level All levels
- Language English
- Students 10
- Certificate No
- Assessments Yes