Telephone Power
The course for developing your telephone service and etiquette skills.
“Your skills on the telephone means delivering a positive experience to our customers and it’s so much more than just solving problems or addressing complaints. Telephone skills are part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s cluttered and commoditised marketplace.”
An incoming phone call to your business is often a customer’s first point of contact with your organisation, and it’s during these interactions that customers form instant and lasting impressions of you, your colleagues and your business. That’s why how well you communicate over the telephone, and the level of service the customer feels he or she is receiving goes a long way to helping you manage your customer’s expectations on the phone.
The half-day Telephone Power training course helps you to build your confidence and skills for handling every internal and external telephone call even more professionally. You’ll learn how to perfect your telephone skills with active listening, as well as discovering how to constructively respond to customer enquiries, handle complaints and control every telephone call smoothly. Plus, you’ll also gain some useful insights for handling difficult callers too!
- Creating a professional image over the telephone.
- How to respond to a customer’s concern or complaint.
- Using active listening skills to connect with every caller.
- The 6 stages of a telephone call and how to master each stage of the call.
Morning Session
- Why good telephone communication skills are critical.
- How to create a professional image over the telephone.
- Making a positive first impression every time you answer the phone.
- Using active listening skills to better understand the caller’s needs.
- Learn why and how to improve your telephone voice tone.
- Telephone etiquette. Putting callers on hold. Positive transferring and call management procedures.
- Successfully communicating and connecting with people from different cultures.
- Positive language. Words and phrases to use and phrases and words to avoid when on the telephone.
Afternoon Session
- Successfully communicating and connecting with people from different cultures or ages, or with people who often struggle communicating over the phone.
- How to handle multiple calls or telephones that ring all the time
- Learn why customers get upset and what they really want from you.
- Managing angry callers and dealing with difficult caller behaviour.
- How to remain focused and calm during stressful telephone calls.
- Practical ways to de-stress yourself after a tough telephone call.