Posted by: empoweryourlife | October 16, 2008

Telesales Training –

Whats the WORST that Could Happen?


Benjamin Bonetti

The cost to an organisation of mis-handled calls is very often out of all proportion to the root cause of the initial call. Yet the skills required to control customer calls are well-known and can be successfully taught and mastered. This programme shows how calls can be controlled and dealt with swiftly, efficiently and to all reasonable customer satisfaction.

Training objectives

The objectives of this programme are to:

• Provide skills training to newer members of the team
• Refresh the skills of those wishing to attend from existing teams
• Show commitment to the development of the team members
• Honour staff development and skills enhancement expectations
• Complement the competencies required to be successful customer service ambassadors for your

By the end of this course participants will be better able to:

• Recognise the causes of customer frustration
• Quickly establish the facts
• Remove behaviours which antagonise or aggravate the situations
• Take control of the call to offer confidence to the caller
• Reduce the number of escalated calls
• Manage the expectations of the caller as to possible solutions
• Deal confidently with uncertainty, reassuring the customer through style and manner


Sales, customer service and call centre staff – and any other staff who are regularly on the receiving
end of telephone calls from customers and clients.


This one-day course uses a mixture of formal tutor inputs and practical exercises.

Depending on the number of participants and their pre-course skills levels, it may be preferable to run this programme over two days rather than one.

The expert trainer

Benjamin Bonetti is the founder and main motivational speaker at empower-your-life seminars, his experience is vast within the sales and training environment. He initially started his adult working career by joining the Army at 16, finally leaving after a tour of Northern Ireland.

During his successful entrepreneurial adventure, he has founded several companies including a Property Consultancy Specialist, Estate & Letting Agency and Empower-Your-Life. Benjamin is a fully certified Practitioner of Neuro-Linguistic Programming, Hypnotherapy and a TimeLine Therapist.

Course outline


• Profitable customer service
• ‘Call reasons’ – brainstorm exercise
• What are the expected standards?

The key techniques

• Behaviours and consequences
• Questioning to establish facts
• Gathering the right information
• Behaviours which antagonise
• Tactics to eliminate irritations
• Developing rapport with ‘Mr Angry’
• Exuding confidence
• Using voice control

Putting it to the test!

• Preparation for role play
• Role plays with feedback


• Open forum
• Review
• Action planning
• Close

Whatever the starting point, we guarantee the same result: that we will deliver an excellent learning and development experience, employing the services of an outstanding expert trainer focused entirely on ensuring that you achieve all your training objectives.

To book now call us on 0845 194 9644

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