The telephone interviewing skills course is suitable for any customer or client interview by call centre staff, managers, sales staff, investigators, compliance officers, auditors, bank and insurance personnel.
In fact anyone responsible for interviewing people over the telephone where they need to obtain quality information in a simple effective manner.
Improving Telephone questioning skills gives people a better understanding of the correct questions to use and offers practical tools to deal with anyone.
It includes the following areas:
- Good Telephone Interview behaviour to adopt.
- How the mind processes information and questions.
- Effective Listening skills.
- Open and Closed questions.
- Inappropriate questions.
- Multiple questions.
- Leading and Misleading questions.
- Complex questions.
- Conflict Resolution.