The world of commerce has evolved rapidly in the last several decades, offering individuals a wide range of options for satisfying their need for products and services. However, these increased options have not only made it easier to look for and find what they want but raised their expectations. People have developed shorter attention spans and a greater sense of urgency in response to our newer, faster lifestyles. How can you meet their needs while providing honest, accurate service when you are on the other end of a telephone line?
With so much potential for problems, is it possible to provide outstanding customer service over the phone? Yes! If you learn the proper techniques of telephone etiquette and service, you can not only satisfy clients but demonstrate that your company is going above and beyond to ensure they are happy, improving your professional reputation and ensuring repeat customer
In this, Professional telephone skills course, Participants will learn the skills necessary for handling a professional phone call and avoid misunderstandings and unnecessary challenges.
COURSE OBJECTIVE
By the end of this course the delegates will be able to:
•Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation
•Handle emotionally charged conversations on the phone while staying in control
•Ask ideal questions from callers to maximize information transfer
•Handle your phone conversations professionally and leave a positive impression on the other person
•Handle phone calls based on the types of people you are communicating with
•Provide information clearly and efficiently while increasing retention and checking understanding
•Control your tone and voice, adopt an ideal attitude and choose words carefully to present a positive image of yourself and your services
•Handle challenging scenarios and common situations when interacting on the phone
•Listen actively to callers and demonstrate that you understand their needs.
COURSE OUTLINE
MODULE 1: Introduction and Course Overview
MODULE 2: First Impressions
•Understand the importance of a good first impressions and how making a poor first impression can severely affect the customer / colleague relationship.
MODULE 3: Communication
•See how good and poor communication skills impacts on providing an efficient customer service.
MODULE 4: Telephone Skills
•Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language, taking accurate messages.
MODULE 5: The Factors of The Voice
•Recognize how vocal factors can impact on business relationships and address any issues.
MODULE 6: Six Steps to Handling An Incoming Call
•Understand how to follow a structured framework to enable incoming calls to be handled efficiently.
MODULE 7: Questioning Techniques
•Be able to use the TED technique and open questioning to help determine and solve problems.
MODULE 8: Listening Skills
•Understand the importance of effective listening skills when dealing with customers and work colleagues.
MODULE 9: Building trust and rapport
•Recognize the value of using certain behaviors in building trust and rapport.
MODULE 10: Dealing with Anger
•Recognize why people get angry and understand how to diffuse and deal with potential problems.