Who can use it?

Phone Master™ had been developed for anyone involved in Telephone Skills Training, from basic levels to more advanced Call Centre/Customer Care skill development.

Many "trainers" in this area will work in a Supervisory role with responsibility for getting new recruits up to speed quickly.

Phone Master™ gives the Trainer access to a "third party" role play.

This means that it is possible to simulate the Call Situation at any point in a training programme.

A five second example could give a 20 minute teaching input, followed by further rehearsal for all to get it right !

Role Playing problems !

No inter-group, or Trainer-Group, role playing is used! This gets away from all the disadvantages of role plays, with trainees being turned off, or simply intimidated by the experience.

Badly run role plays also waste significant amounts of "class" time.

However, if phone simulations are later used with hardware, then the learning speed is increased by using Phone Master™ in the early stages of a programme.

Drill and Practice

Drill and practice is easy, as there is a choice of
3 other voices for each example. The use of a PC / CD-ROM means that instant replay is possible. This approach also gives a fun element to any programme.

How can the material be used?

Trainers can use the Phone Master™ material to enhance their own telephone skills learning programmes by selecting the modules and examples that they need from the wide range contained on the CD and in the manual.

Trainers can use the Model Training Programmes contained in the Manual, to run effective learning events, without the need to design their own.

What are the User Benefits?

Trainers have several choices about how to use
the material:

1. Directive learning for inexperienced or new trainees. Introduce the subject area, then run an example, explain the correct response. Then run again for each trainee, with correction until they get it right !

2. Guided learning, by running an example and
giving feedback and coaching after the response.
Response requests can be directed either at
individuals, or to the group.

3. Coaching on a one to one basis, in small
companies. where experienced people have been
recruited, material can be selected to form the
basis of coaching. Coaching can also be used for
existing staff where it is required to improve skill
levels, e.g. in handling Customer Complaints
examples.

What is in the Manual?

Download a sample version of the manual in PDF format,

or

Download in ZIP format

Everything Trainers need to understand the material and how it can be used. The manual includes guidance on each section with teaching
notes. It also contains sample Programmes, as well as a full listing of the PowerPoint Presentation which is accessible from the programme, or can be moved onto the hard drive. All these slides are customisable.

Examples - A very small selection !

"Could you look up my account number please?"

"I'd like to leave a message for Roy Billings
please."

"Can you tell me how much the new 711 model
is please ?"

"Just what am I getting for my money ?"

" Just stop messing me about and put me through
will you !"

" Is he expecting your call ?"

"You lot have ****** it up again! I need these
parts today; what are you going to do about it ?"

"I need to speak to your supervisor. Put me
through."

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