Telephone Etiquette Training
February 4, 2011 1 Comment
Recommended for – Receptionists, Sales and customer service staff, Administration and Management, and any staff member who deals with customers over the telephone.
The knowledge is conveyed by means of interactive learning, dvd, group activity, discussion and role-play.
Courses can be industry designed and presented at the customers premises.
What do your callers really want?
The participants put themselves in the customers’ shoes and evaluate the importance of good telephone manners and the importance in delivering good customer service.
Discussion on why we lose business and why our customers go elsewhere. Usually, making a good first impression on the telephone will not be a problem, especially when you get pleasant callers. When they get their information they are appreciative. But there are other times when callers may not be quite so well mannered. How will you react?
Projecting a Professional Telephone image
Comparison on Face to Face contact versus telephone contact. When you talk to someone in a face to face setting, how much of the message do you think is conveyed by what you say – the words you use. Guess what happens when you’re on the telephone?
We will discover the ways to convey a “professional telephone image”
Tone of voice
Discussion on the importance of voice tone.
How do we make the caller believe we care about their situation through our voice?
We will address vocal quality – rate, pitch, volume, clarity and tone.
Using positive vocabulary
Rephrase blunt communication for better results.
Looking at emotional trigger words and expressions that can irritate the caller.
For example: – ‘I don’t know’, ‘we don’t’ ‘he’s not here’ ‘not my department’
Ten steps on handling incoming calls
Here we will demonstrate the most effective way in to answer our callers including how to greet them, transfer and hold calls. How do we handle multiple calls without panicking?
How do we question our caller and what are the barriers to effective listening?
Additional telephone techniques
Taking complete messages.
Telephone tag – how to avoid it.
Effectively dealing with dialects and accents on the telephone.
Dealing with difficult callers
Understanding customer types – ANGRY, SWEARER AND WAFFLER
The session consists of taped role-play. Here the participant role-plays the typical irate caller that they handle.