Telephone Techniques for Credit Union Staff

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Description:
Projecting a positive view of the Credit Union is the responsibility of all employees and volunteers. The role of those who communicate using the telephone is especially important, as they are often the voice or virtual face of the organisation. However in many Credit Unions, the potential of telephone communication is often overlooked as a member development and retention tool. This course addresses that situation.
Prerequisites:
none
Benefits of Attending :
The participants will understand the importance of behaving in a tactful, diplomatic, friendly yet professional manner. They will explore their role as the voice of the Credit Union and explore how different members require different communication responses. The participants will develop the confidence to remain professional and calm in a variety of situations.
Training content:
Telephone as a professional tool
Russian roulette or managed communication
You are the primary communication tool
Avoiding jargon and casual phrases
Posture and body language
Recognising Danger signals
Communicating the organisationsí policies and procedures
Dealing with a diverse member ship base:
Members with Disabilities
Members with English as a second language
Avoiding any possibility of discrimination
Effective call handling techniques :
Incoming calls
Managing membersí expectations
Identifying the membersí perception of the call
Effective questioning techniques
Dealing with irate callers
Dealing with vagueness
Effective call handling techniques :
Outgoing calls
Planning your calls
Organising your support data
Voice mail etiquette
Assertive communication :
Your role as gatekeeper
Managing complaints
Screening calls