Welcome Line
What is Welcome Line?
Welcome Line is a one-day training programme which concentrates on improving telephone service and sales skills.
It is part of a high-profile national initiative that can help your organisation to:
- increase confidence in telephone use
- provide higher standards of service to those who telephone your organisation
- increase sales and profitability
- build repeat business
- enhance customer satisfaction
- reduce complaint levels
Welcome Line can contribute to the achievement of NVQs in Customer Service and Sales (Telephone Selling).
Who Can Benefit?
The Welcome Line can help employees of any service sector organisation, including new and more experienced staff working in:
- accommodation and catering
- travel and transport
- leisure and entertainment
- retailing
- public sector and voluntary organisations
- other service sector businesses
Course Content
The Welcome Line programme involves group discussion and provides a practical approach to both understanding and improving telephone techniques. It covers the following areas:
Introduction
- The role of the telephone
- Why we are here?
Business, service and the telephone
- Creating a favourable impression
- Being ready when it rings
- Physical location of the telephone
- Knowing the functions of your telephone system
- Accessing key information
- Preparing to make and receive calls
Best practice in the basics Opening the call
- Transferring calls
- Screening and interrupting calls
- Unattended telephones
- Taking messages
- Answerphones and voicemail
- Closing the call
Specific Communication skills Using your voice
- Listening
- Asking questions
The telephone as a sales and marketing tool
- Everyone sells
- Key steps and skills when handling enquiries
- Up-selling and on-selling
- Making outgoing calls
Handling difficult callers and complaints
- Increasing business through complaints
- Handling telephone complaints