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Who is this for?
This workshop is for anyone who wishes to learn about the ingredients of a dynamic and meaningful outbound conversation. We also recognise that to embed powerful new habits, practise and repetition is the “mother of all skill” so this session will be backed up by a follow up session during which we will embed the learning and apply it to practical “real” situations and our trainer will provide relevant and specific support to everyone in session through live coaching.
Course content
We recognise that sometimes, making an outbound call to a client, irrespective of the topic of conversation topic or query, can feel intimidating and can affect the spirit in which we make a call and how we communicate to our clients once they have answered the call.
This workshop has been designed to look at every aspect of an outbound conversation, starting from our thoughts before we make the call, to how we open the conversation and ensure that our clients feel “they are being looked after and treated as individuals” and are “receiving a caring, personalised and meaningful experience”. It is important that our purpose and high standards flow through our outbound calls so during this session we will come up with phrases and greetings that set the tone of our conversation in a warm and positive way and we will give you the skills to engage with your clients throughout the whole conversation.
During this workshop we also embrace the reality that when serving our clients not every conversation goes to plan and sometimes our role is to listen and acknowledge our clients' disappointment or frustration. Learning how to graciously navigate through these kinds of conversations or complaints will support delegates to feel empowered and more confident.