| Objectives
: |
Sensitize
participants with the nuances of teleconversation Equip participants
with adequate skills to improve their teleconversation |
- Ice
breaking
-
Business life without telephones
- Business
challenges of the future in an un-plugged society
- Measuring
current telecon effectiveness
- Coping
with teleconversation barriers
- Understanding
emotional and logical needs of the caller/person called
to
- Three
stages of Teleconversation
- Essential
requisites of becoming SMART Teleconversationist
Skills
practice video lab. covering :-
- Customer
Queries
-
Customer Complaints
- Intra-office
Call
- Making
External Call
- Cell-etiquettesListening
- Assertiveness
Participants’
presentation regarding standards of teleconversation at the
company Summing Up & Feedback
|
| Semi-structured
with adequate use of games, exercises, role plays, self - assessment
instruments and VIDEO LAB. Programme will flow alongwith the
learning and absorption by the participants. Hence, the nature
has been kept `semi-structured’ and the specific ‘time-slottings’
have been avoided. |
|
|
