Making Every Call Count
Contents
Trainer's Guide
· Copyright - what you can and cannot do
· DVD and VHS versions
· About the advisers
· Introduction to Making every call count
· Structure of the programme
· Main characters
· Learning overview
Part 1 of Making every call count focuses on the telephone behaviours necessary to deal effectively with incoming calls.
The 5 Gs: Greeting, Gathering information, Generating options, Gaining agreement, Giving a lasting impression.
Part 2 of Making every call count can be used to further develop these skills or, where foundation skills are already in place, to consider more complex calls and outbound calling.
Who will benefit from the programme?
· Objectives of the programme
· By the end of Part 1 of the programme participants will:
- understand the key behaviours required to manage an inbound telephone call effectively;
- know the stages of an inbound call; and
- be able to demonstrate the skills, actions and behaviours required to conduct an inbound call.
· By the end of Part 2 of the programme participants will:
- understand and be able to demonstrate the basic principles for handling difficult calls;
- have explored the skills required for managing distressed or angry callers and to deliver bad news effectively;
- know the stages of an outbound call; and
- be able to demonstrate the skills, actions and behaviours required to make an effective outbound call.
The training materials
Required resources
Your preparation
Using the Trainer's Guide
Part 1: Session notes
Part 2: Session notes
OHT masters
Participants' handout masters