Individual Voice and Telepersonality Program (2/3 Months)

Customer Service Excellence!

8 or 12 x 1 hour Individual Sessions per week.

Module Content:

•  Relaxation.
•  Stress Release.
•  Intercostal Diaphragmatic Breathing.
•  Voice Projection.
•  Articulation and Clarity.
•  Accent Neutralization and Pronunciation.
•  Vocal Pitch and Variety.
•  Dealing with Specific Vocal Problems.
•  Vocal Dynamism.
•  Enthusiasm and the “Vocal Smile”.
•  Positive Attitude and Confidence.
•  Prompt Call Answering and Telephone Management.
•  Listening Techniques.
•  Dealing with Irate Callers/Complaints.
•  Assertiveness on the Telephone.

Voice and Telepersonality Programme Specific Outcomes:

Encourages improved communication through:
Clarity, Audibility, Articulation, Increases Emotional Intelligence, Encourages the practice of Intercostal Diaphragmatic Breathing, Develops the individual’s capacity for vocal projection,Develops improved resonance and vocal projection techniques.

Develops speech clarity, Assists in accent neutralization and better pronunciation, Develops improved articulation of vowel and consonant forms, Establishes the correct use of correct vocal pitch and variety.Specific vocal problems are corrected (nasality, rate of speech and pitch), Develops a dynamic and flexible voice, Develops the qualities of enthusiasm, dynamism, energy and the 'Vocal Smile', Avoidance of stressful voice messages.Increases confidence and self-esteem.

Encourages excellent telephone etiquette, Establishes prompt call answering techniques, Encourages the use of the Telephonic Code of Conduct, Develops the techniques for effective message taking.Develops customer service levels to a world class standard, Establishes professional customer communication techniques, Encourages the co-ordination of the vocal image, Encourages the effective acknowledgement of customer perceptions and assumptions,Encourages courteous Communication techniques.

Inclusive of:

Pre and Post Assessment,Training Manual,Voice Clinic Pen,Certificate of Completion.

*Please note that training sessions need to be cancelled 48 hours in advance

The Voice Clinic is a B-BBEE LEVEL 2 Value Added Supplier