Professional Telephone Skills - 3hours
= Scheduled class
= Guaranteed to run
= Fully booked
| LOCATION | December | January | February | March |
|---|---|---|---|---|
| Auckland | ||||
| Hamilton | ||||
| Christchurch | ||||
| Wellington | ||||
| Virtual Class |
Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.
In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.
This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.
There are no prerequisites for this course.
In this course participants will:
- 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
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.
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.
After completing this course, participants will have learned to:
Topic 1: Your Personality/Your Telephone Voice
- REACH 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
Topic 2: 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
Topic 3: Handling Barriers Over The Phone
- Managing the 5 Barriers
- Words That Must Never Be Used
- Reflection
Topic 4: 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
Topic 5: 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
Third-party registrations:
- Small classes, average 5 people, max 16
- Prices excl. GST
- Certificate of Completion (always available in the App)
- Comprehensive courseware available in the App
- Pay on Invoice or by Credit Card
Online Training:
- Live polling
- Screen sharing
- Whiteboards
- Live chat
- Breakout sessions