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WHAT IS TELEPHONE COACHING? |
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Written by Susan K. Wood
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FLYING TEACHERS have developed telephone coaching courses for
large international companies. The aim of these courses is to increase
the confidence of a team of call centre personnel in dealing with
telephone calls in a foreign languages.
Telephoning is an essential skill in today’s business environment and
clients expect that their first spoken contact with a company will be
dealt with quickly and professionally. In addition, telephonists
need to be fluent in a wider range of languages than at any time
in the past.
The main features of the course are that it is:
The coaching consists of several stages.
- assessment of the learners and discussion of the specific skills requiring practice.
- weekly contact with the teacher aimed at focussing on the specific skills.
- telephone contact several times a week with
a team of trainers. In these telephone sessions realistic
telephone conversations are developed based on the skills practised in
the classroom.
- feedback from both learner and trainer after each telephone session.
Skills practised include: spelling, taking phone numbers and e-mail
addresses, taking messages, dealing with queries and dealing with
difficult clients. This can be adapted at any time depending on the
needs of the client.
Our trainers are all English speaking and come from various parts of
England, America, Australia, New Zealand and South Africa. This ensures
that the learners are exposed to a wide range of accents.
Feedback plays a central role at every stage of the coaching. The
teacher receives feedback from both the learners and the trainers. This
allows the teacher to adapt the next lesson or telephone coaching
session to exactly meet the needs of the learner.
The main advantages of this course are its emphasis on telephoning and
its flexibility. The course can be adapted to meet the needs of any
company, large or small. Our clients have been delighted with the
progress to date and we plan to offer this course in other
languages in the future, for example French, Italian and Spanish.
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