Professional Telephone Techniques
Course Description
Projecting a positive view of the organisation is the responsibility of all employees. The role of those who communicate using the telephone is especially important, as they are often the voice or virtual face of the organisation. However, in many organisations employees do not receive any training or guidance in how to use the telephone as a business tool. Many managers spend a great deal of time wondering how to attract and retain customers. The potential of telephone communication is often overlooked as a brand builder and an area to improve productivity waiting to be fully utilised.
Duration: 1 days
Prerequisites
The participants will understand the importance of behaving in a tactful, diplomatic, friendly yet professional manner. The participants will appreciate that they can create business connections or loyal customers by how they use the telephone. They will realise that the time spent preparing for outgoing calls be rewarded with a more successful outcome
Telephone as a business tool
Managing your Virtual image Russian roulette or managed communication Managing internal customers Understanding the B2B (business to business) communication Understanding the B2C (business to customer) communication How your response influences the customer response Avoiding jargon and casual phrases Posture and body language
Dealing with a diverse customer base
Customers with Disabilities
Customers with English as a second language
Effective call handling techniques
Incoming calls
Managing customer expectations
Effective questioning techniques
Active listening techniques
Dealing with irate callers
Effective call handling techniques
Outgoing calls
Planning your calls
Organising your support data
Voice mail etiquette
Assertive communication
Your role as gatekeeper
Managing complaints
Screening calls