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It’s The Way That You Say It …

I’ve always been fascinated by the topic of communication.  Whether that’s a great book or movie, a memorable advertising slogan, or a ‘simple’ conversation between two human beings. And we get lots of conversations at STAR.  We take calls for around 200 clients, big and small, answering each one as if we were sitting in their office.

Thousands upon thousands of calls very month, and each one an opportunity to have a memorable communication with a fellow-human.  Even if it’s only a short call, it’s still a chance to create a good impression on the caller.  Or a bad impression …

Given our long history in this industry – as call centre managers, consultants and trainers – we’ve literally lost count of the numbers of calls we’ve made or listened in to.  And we haven’t lost the will to live – yet …

We’ve also developed very keen antennae for what works and doesn’t work on the phone.  For many years we’ve put that know-how to good use in bespoke trainings.  We’re now offering a series of half-day open courses in several venues in Northamptonshire and Leicestershire to help you and your team develop their telephone skills and confidence, with a view to gaining and retaining more customers.

It’s all a matter of Mind Over Matter …

We believe that Customer Service isn’t a department, it’s a state of mind.  That attitude (or lack of) will in turn affect how you sound, particularly on the telephone.

We start with the fact that 86% of the first impression you make on the phone comes from the tone of your voice.  On the trainings, we’ll look at how the elements of your voice – Pitch, Pace, Energy, Volume and Diction – all go towards making a first impression, good or bad.  We all have strengths and weaknesses in our communication skills, and our training workshops will help you build on what works and eliminate what doesn’t work.

When someone calls you up, or you go into a shop, how long does it take you to decide whether you like the sales person?  One second?  Three seconds?  Your customers and prospects are making exactly the same snap judgements about you.

Make sure you make that first impression a good one!

Please click here to download the sample course topics.