Course Overview

Your team will learn the professional telephone abilities they need from the Professional Telephone Skills Training Course. This course will make sure that every conversation strengthens and reinforces a favorable perception of your company.

Do you ever wonder why dealing with consumers over the phone can frequently lead to issues that you would never experience in person?

Even though phone calls might lead to sales opportunities, a single unpleasant phone call can cause a customer, even a loyal one, to turn elsewhere.

Your customers’ only connection to your business is via the phone. However, even though it offers quick and reasonably priced communication, the telephone is an impersonal medium, thus switchboard operators and other telephone personnel must discourage bad behavior on both ends.

It’s critical to comprehend the methods that might be employed as well as the benefits and drawbacks of telephone communication. We’ll collaborate with you to develop a system that makes it possible for delegates to be smarter, more receptive, and significantly more productive when making phone calls.

The outcome? When customers interact with you over the phone, they will be pleased, and this will lead to better and more enduring connections.

With our one-day Professional Telephone Skills Course, you can learn how to speak more professionally on the phone, deal with demanding customers, develop your listening skills, and much more. This course will assist your personnel in having more effective phone interactions for business purposes and in providing superior service and support over the phone.

Employees’ telephone manners reveal whether they are eager and competent to help consumers.

Customers’ perceptions of the abilities and attitudes displayed over the phone can leave a lasting impression, making it a crucial and memorable customer experience.

The telephone is one of the key communication routes used by virtual teams, which is increasingly the norm rather than the exception. To deliver the greatest results for the customer, virtual employees must have a solid grasp of business telephone etiquette.

Course  Objectives

• Learn excellent phone-based client service techniques.
• Make a good impression on the phone.
• Develop a confident, efficient, and soothing telephone voice.
• Utilize tried-and-true communication methods to win clients’ trust.
• Learn to properly question people on the phone.
• Learn how to handle upset clients professionally by mastering these tactics.
• Find out how to manage a crowded reception.
• Improve your word choice for more productive and understandable communication
• Establish the appropriate language for clear, constructive communication.
• Leave persuasive voicemails.

Course Outline

Lesson 1: Giving Effective Client Service

• Welcome
• What Makes An Effective Client Communicator? The Ten Commandments of Good Business Practice?

Lesson 2: Your Personality/Your Telephone Voice

• Seven Deadly Sins of Service
• Communication Evolution Tool: LDP Review
• The Model for Communication
• Five Elements of a Good Telephone Voice: ABCDE
• Greetings – Should The 6 Ps of Nonverbal Communication: HAIL Voice Modulation
• Reflection

Lesson 3: Gaining the Trust of Your Clients

• You Only Get One Chance to Make a First Impression
• Create a Good First Impression with These 4 Phone Parts Greeting
• Using uplifting language will put your clients at ease.
• Convey urgency
• Saying Too Much and Missing the Point Ending a Call Politely and Professionally

Lesson 4: Overcoming Obstacles on the Phone

• Working with the 5 Barriers
• Words You Should Never Use

Lesson 5: Effective Questioning

• WIIFM
• Effective Questioning Methods
• The Next 5 Open and Closed Questions to Ask Yourself
• Asking clarifications
• Asking for satisfaction or clarification will help you maintain control of the call.
• Decide when you’ll call them again.

Lesson 6:  Angry Clients

• How to Handle Furious Clients
• The Problem of Furious Clients
• Refrain from letting negative emotions affect you.
• Low Intelligence – High Emotion
• Use the HEAT to Calm an Upset Customer

Lesson 7: Get Ready by Making Phone Calls

• Check Your Calls With Ringtone Transfers
• Putting a Client on Hold for Message-Taking

Lesson 8: Serving Customers at the Reception: Reception Tips How to’s

• Reflecting on the Don’ts when Serving Customers at the Reception

Lesson 9: Professional Voicemail Messages

• What Should I Say in a Voicemail?
• Messages that are Specialized for Each Caller
• Final Greeting
• Internal Greeting Rehearse, Rehearse, Rehearse
• Reflection

Lesson 10: Reflections

• Make a plan of action
• Accountability = Performance

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