Professional Telephone Skills

Course details

This Professional Telephone Skills Training program aims at helping employees create a lasting impression in their customers’ minds – one that shows the organization reflected in the best light possible. It focuses on developing telephone etiquette / telephone skills to deal with customers assertively, empathetically, with a sense of care and a positive attitude.

COURSE OBJECTIVES:

At the end of the program, candidates will be able to:

• Understand that the telephone is a vital element toward achieving professional customer service.
• Have meaningful and pleasant interaction with the caller and offer excellent service and help.
• Create the right impression of yourself & your organization
• Handle calls in a professional manner with courtesy & enthusiasm
• Use appropriate telephone techniques for maximum impact
• Manage difficult or angry customers to achieve constructive outcomes

TARGET AUDIENCE:

All staff who need to communicate in a confident, efficient and friendly manner on the telephone. It is ideal also for all those who, as part of their job responsibilities, use the telephone.

CONTENTS:

• Introduction
• Exploring Professional Telephone Communication
• Placing Telephone Calls
• Receiving Telephone Calls
• Using Voice Mail
• Leaving Professional Messages
• Taking Calls for Other People
• Screening, Holding, and Transferring Calls
• Developing Cell Phone Etiquette
• The Phone Call & Customer Service