PROFESSIONAL TELEPHONE SKILLS COURSE

Description


This Telephone Skills Training course will provide your staff with the skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.

Do you wonder why dealing with customers on the telephone can often generate problems that you will not encounter face to face?

While telephone enquiries provide sales opportunities, one bad experience with someone on the phone may be enough reason for a customer – even a regular customer – to look elsewhere.

The telephone is your customer’s lifeline to your company. Yet although it provides fast and relatively inexpensive communication, it is a medium that is impersonal — and switchboard and other telephone staff must be able to prevent negative behaviours on both sides. It is essential to understand, not just which techniques can be used, but the advantages and disadvantages of communicating by telephone. We will work with you to produce a solution that enables delegates to be brighter, more responsive and far more effective in their telephone work.

The result ? Customers will have a positive response when dealing with you on the telephone, creating better and longer-lasting relationships.

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course.  This course will help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

The telephone etiquette displayed by employees is indicative of a staff’s willingness and ability to efficiently assist customers. The skills and attitude projected over the telephone can form a lasting impression in the minds of customers, making it a critical and memorable customer experience.

Virtual teams are becoming the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide the best outcome for the customer.

Request for your in-house training quote now!

LEADERSHIP TRAINING COURSE

COMMUNICATION SKILLS TRAINING


Course Objective


  • Learn how to provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Gain client's trust using proven communication techniques
  • Learn to question effectively over the phone
  • Master proven techniques to professionally manage irate customers
  • Learn tips for handling a busy reception
  • Phrase words more effectively for positive and clearer communication
  • Establish the right words for unambiguous, positive & productive communication
  • Leave effective voicemail messages

Modules


Professional Telephone Skills Training Course - Lesson 1 Providing Effective Client Service
  • Welcome
  • The Ten Commandments of Good Business
  • What Makes An Effective Client Communicator?
  • The Seven Deadly Sins of Service
  • Reflection
Professional Telephone Skills Training Course - Lesson 2 Your Personality/Your Telephone Voice
  • LDP Review – Communication Evolution Tool
  • The Communication Model
  • The ABCDE (Five Qualities) of a Good Telephone Voice
  • Your Welcome – Should HAIL
  • Voice Modulation – The 6 P’s to Para verbal Communication
  • Reflection
Professional Telephone Skills Training Course - Lesson 3 Gaining Your Client’s Trust
  • You Never Get a Second Chance to Make a Good First Impression
  • Create a Positive First Impression:
  • 4 Key Parts to Your Phone Greeting
  • Put Your Clients at Ease with Positive Language
  • Show Urgency
  • Getting to the Point Quickly - Saying Too Much
  • Ending a Call Politely and Professionally
  • Put It Into Practice
  • Reflection
Professional Telephone Skills Training Course - Lesson 4 Handling Barriers Over The Phone
  • Managing the 5 Barriers
  • Words That Must Never Be Used
  • Reflection
Professional Telephone Skills Training Course - Lesson 5 Effective Questioning
  • WIIFM
  • Good Questioning Techniques
  • Ask Yourself the Following 5
  • Open and Closed Questions
  • Clarifying Questions
  • Seek Satisfaction/Understanding
  • Questions to Keep Control of the Call
  • Arrange When You Will Call Them Back
  • Reflection
Professional Telephone Skills Training Course - Lesson 6 Irate Clients
  • How to Deal with Angry Clients
  • The Challenge of Angry Clients
  • Do Not Allow Negative Emotions to Affect You
  • High Emotion – Low Intelligence
  • Use the HEAT to Defuse an Irate Client
  • Reflection
Professional Telephone Skills Training Course - Lesson 7 Prepare Yourself
  • Planning Phone Calls
  • Check Your Ringtone
  • Transferring Calls
  • Asking a Client to Hold
  • Taking Messages
  • Reflection
Professional Telephone Skills Training Course - Lesson 8 Reception Tips
  • Serving Clients at the Reception: The Dos
  • Serving Clients at the Reception: The Don’ts
  • Reflection
Professional Telephone Skills Training Course - Lesson 9 Professional Voicemail Messages
  • What to Include in a Voicemail Message?
  • Customised Messages for Different Callers
  • Closed Greeting
  • Internal Greeting
  • Practice, Practice, Practice
  • Reflection
Professional Telephone Skills Training Course - Lesson 10 Reflections
  • Create an Action Plan
  • Accountability = Action

- Flexible length - sessions as short as 1-hour
- Cost effective - great group pricing
- Greatest impact in the shortest time
- Excellent Team Building Opportunity
- Certificate of Completion

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