TELEPHONE TECHNIQUES
11 April, London
A one-day workshop that is designed to prepare staff to use the telephone
more effectively for enquiry work and in providing help and advice to
customers.
BY THE END OF THE EVENT PARTICIPANTS WILL HAVE:
* explored the barriers to effective communication
* carried out practical work on effective listening and communication skills
* looked at practical ways of managing telephone calls to ensure customer
satisfaction including setting service standards
* looked at the way different organisations manage telephone calls
* discovered how to ask the right questions
* explored how to deal with problem calls and callers effectively
* analysed trends in telephony
PROGRAMME:
9.00 Registration and coffee
9.30 Welcome and introductions
What would make today useful?
10.00 Defining an excellent telephone based service
Practical work on ourselves as callers
10.45 Coffee
11.00 Barriers to communication
Practical exercise and feedback
11.30 The importance of a professional approach: a practical session on
listening and communication skills
Practising the skills of using positive language, active listening, giving
an effective response and asking the right questions
12.30 Lunch
1.30 Telephony update
Managing telephone based enquiry services to ensure they are right every
time - setting service standards and managing customer expectations
2.45 Tea
3.00 Dealing with demanding and difficult callers and calls
Practical ways to maintain a calm and professional image when
dealing with and diffusing potential problems
4.15 Action planning
What do participants need to do to improve their telephone services?
4.45 Action summary
5.00 Close
WORKSHOP LEADER
John Hudson, Consultant, Hudson Rivers
John was formerly a senior manager in the Development and Training Division
of BT and has had a long and varied career as a personnel professional. He
leads Hudson Rivers' work in communication and interpersonal skills.
COMMENTS FROM PREVIOUS PARTICIPANTS
"The whole event was well planned and very well presented"
"I came away with lots of practical tips and useful phrases to use in my own
organisation"
PLACES ARE LIMITED TO: 20
FEES:
Personal members: £135 plus VAT (£23.62) £158.62
Institutional members: £163 plus VAT (£28.52) £191.52
Non members: £189 plus VAT (£33.07) £222.07
Student/Unwaged members: £25 plus VAT (£4.37) £29.37
HOW TO BOOK:
TO MAKE A CONFIRMED BOOKING
Please print out and complete the booking form below and return it by fax to
Professional Development on 020 7255 0561, or post to: 7 Ridgmount Street,
London WC1E 7AE
TO PROVISIONALLY BOOK A PLACE
To make a provisional booking simply telephone us on 020 7255 0560,
textphone 020 7255 0505, or email [log in to unmask]
(Provisional bookings will be held for three weeks. A confirmed booking must
be received within this period or your place may be lost.)
BOOKING FORM:
I would like to book a confirmed place on TELEPHONE TECHNIQUES (11 April,
London)
Surname: ____________________________________
First name: __________________________________
Job title: ____________________________________
Organisation: ________________________________
Address: ____________________________________
Town:________________ Postcode:______________
Tel___________________ Fax: __________________
Email: ______________________________________
Are you a LA Member? YES __ NO __
Personal* __ Institutional __ Student __ Unwaged __
*N.B. If you are a Personal Member, but your employer is paying, they will
still be charged at Personal Member rate.
LA membership no: __________________________
Dietary/special requirements (sensory or physical)
___________________________________________
PAYMENT OF FEE:
Option 1: __ Please send an invoice
(your payment will be due within 30 days of the invoice date).
Please give invoice name and address if different from above:
____________________________________________________
____________________________________________________
____________________________________________________
Option 2: __ I enclose a cheque (payable to The Library Association) for
£_______________
Please tick here if you require a receipt: __
Option 3: __ Please debit £_________ to my credit card
Credit card details:
Name of cardholder:_______________________
Card no: __________________________________
Expiry date: _________________________________
Signature: ___________________________________
PLEASE NOTE: cancellations received on the day will incur the full fee. If a
cancellation is received in the seven working days prior to the event, 50%
of the fee will be due.
PLEASE RETURN BOOKING FORM TO:
Professional Development, LA Enterprises, The Library Association, 7
Ridgmount Street, London, WC1E 7AE, or fax back to 020 7255 0561.
The Library Association keeps any personal information you supply for the
purpose for which you have provided it. It is not passed to other
organisations unless this is made explicit when you supply it or if we are
legally required to do so. However the Association may from time to time
wish to send you information about other services or products it provides.
Registered Charity no. 313014
Message sent by:
Iona Khan
Events Assistant, Training & Development
The Library Association
7 Ridgemount Street
London
WC1E 7AE
Telephone: 020 7255 0560
Fax: 020 7255 0561
Email: [log in to unmask]
Visit our website at: www.la-hq.org.uk
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