One of the most common ways our customers interface with employees is through the telephone. Talking on the phone is more challenging than having a conversation face-to-face. When you are talking on the phone you are unable to see the person expression or reaction, they have in you. Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits. It is utmost important that you use the right tone, message, vocabulary and language when you are on the phone, therefore important for you to have the proper skill on how to communicate effectively on the telephone. Your reputation for service depends on how well your staff handle incoming and outgoing calls.
This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.
COURSE OBJECTIVES
On completion of this program the participants will be able to:
- Develop passion in creating a positive impression on the telephone
- Acquire the telephone skills in winning callers’ confidence and trust
- Project a positive and professional image through the telephone
- Take message accurately
- Connect with both internal and external customers effectively through the telephone
TARGET AUDIENCE
This workshop is designed for everyone who deals with customers on the telephone – call centre agents, customer service representatives, receptionists, personal secretaries and all customer-facing staff.
COURSE CONTENT
1. Knowing the Need to Create Positive Impression on The Telephone:
- Knowing the Importance of Your Role
- The Impact of caller’s expectation
- Telephone Skills as Important Service Performance
2. Telephone Etiquette & Answering Procedures:
- Clear your mind
- Answer telephone promptly
- Be present with your caller
- Prepare your phone voice
- Offer your standard greeting
- Be prepared before you respond
3. Avoiding the Danger of Triggering Negative Experience on The Telephone:
- No One At Home Image
- Computer Voice Mail
- Singing Secretary
- Busy Executive
4. Attitude Is Everything:
- X-Factor to Business Success
- Service-Oriented
- Optimistic, Objective, Deliberate, Determined
- Empathise
- Active Listening
5. Essential Telephone Etiquette:
- The Magic of Smile on The Phone
- Power of Warm & Positive Greetings
- Winning and Positive Words
- Positive Verbal Nods
- Showing Appreciation
- The Phonetic Alphabet
- Forbidden Phrases & Soft Language Skills
6. Building Trust Through Good Telephone Techniques:
- Incoming Calls & Outgoing Calls
- Answering techniques
- Taking a Messages
- Transferring calls
- Placing Callers on Hold
- Making a Call
- Projecting A Professional Image
- Handling Difficult Callers
7. Using Voice Inflection: Controlling Your Call:
- Energy & Stamina
- Rate of Speech
- Pitch
- Volume
- Clarity
- Tonality
8. Lip Service:
- Treating that call a “performance”
- Reinforcing 1st impression
- Making that statement “How may I help you?” an offer to serve
WORKSHOP DURATION
ONLINE: The duration of the training program will be 3 days - 2 Hours per day
ONSITE: The duration of the training program will be 1 days
TRAINING METHODOLOGY
- LIVE Interactive online / Onsite facilitation
- Videos
- Group Activities
- Case Studies
- Home work every day after each module
- Specific ACTION plan for each individuals
- Combination of Presentations and Examples from Facilitator and Interactive / Hands-On Participants’ Exercises with Individual Report-Outs
The following will be provided by your organization
- Laptop / Desktop for each participants
- Stable Internet connection since session deliver online.
