Call Centre operators and consultants are often faced with great pressure, and stress levels may become extremely high. The lack of effective management of this stress may lead to the undermining of health, coping mechanisms and efficiency, both personally and professionally
In addition, Call centre operators require professional telephone etiquette skills and the skills to deal with emotional, stressed or difficult clients. They need to respond non-defensively and empathetically, yet calmly and practically, to the situation and to the underlying messages being conveyed, in order to diffuse potentially highly emotional situations and form a bond with the caller.
The training offered teaches telephone etiquette skills, examines present stresses and develops coping mechanisms, offers opportunities for debriefing and support, hones listening and communication skills and builds connecting and de-escalating skills, as well as effective responding skills.
LifeLine Corporate has customized a 2 day training programme that will look at providing Participants with those skills necessary to ensure confidence when dealing with clients telephonically.
OVERALL OBJECTIVES OF WORKSHOP
• To enhance telephone etiquette
• To enhance the communication, listening and connection skills of operators particularly with emotional clients
• To enhance the ability of participants to manage stress effectively
For a full breakdown, Please contact us for more information. It is highly recommended that our stress management course follows our telephone etiquette training for optimal results and behavior change