Luxury Telephone Skills
Call Handling skills for Luxury Professionals
Teams of 6 and above
This programme is not available to join on an individual basis
Duration
Half-Day (3 - 3.5 Hrs)
Overview
Telephone handling skills in a luxury environment
Suitability
Luxury Hospitality, Luxury Retail and Corporate Reception
Luxury clients over the telephone
In today’s luxury world, the telephone plays an important role in our everyday communications.
One of the primary challenges is that phone conversations don’t allow us to make eye contact or observe body language, instead we need to rely on language, tone and the other persons perception of our intent.
Participants will learn how to use the language of luxury to handle upset or demanding callers and establish rapport. They will understand the best way to obtain information and structure their speech to get maximum results.
Content Covered
- Psychology of Language
- Establishing Rapport
- Obtaining Information
- Effective Listening Skills
- Language of Luxury
- Tone and Pitch
- Providing Information
- Controlling Conversations