Professional Telephone Skills Training

Course details

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day PD Training Professional Telephone Skills Course.  This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

You will learn 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 Professional Telephone Skills training course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers.

Outcomes

After completing this course participants will have learned to:

• Learn how to provide effective client service over the phone
• 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 manage irate customers professionally
• Learn tips for handling a busy reception
• Phrase more effectively for positive and clearer communication
• Establish the right words for unambiguous, positive & productive communication

Foreword:

• The telephone is considered as the most convenient and quickest instrument to establish contact with their clients by the majority of companies. In fact, call centers are the leading operational departments of many organizations. So, it is fundamental that employees assigned to take or make phone calls from clients should possess superior telephone etiquette. These employees must display good communication skills, willingness, courtesy and the ability to efficiently assist clients.
• This Telephone Skills Training course will provide your staff with the awareness and skills they need to handle phone calls professionally.  This will ensure the positive image of your organization is reinforced and strengthened with every conversation.
• In today's business environment, telephone etiquette displayed in organizations is indicative of its willingness and ability to efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone form a lasting impression in the minds of an organization's customer, making it a critical customer 'touch point'.
• Today virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for employees to have a good understanding of business telephone etiquette in order to aid efficient information exchange.
• 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 and skills to deal with customers assertively, empathetically, with a sense of care and a positive attitude.

MODULES

Lesson 1 
Professional Customer Service Explained

• 10 Commandments of Good Business
• Effective Communication Explained
• Effective Client Communication Skills
• Using Emotional Intelligence

Lesson 2 
Develop a Professional Telephone Voice

• Pitch, Tone, Inflection
• Five Qualities of a Professional Phone Voice
• Voice Management
• Voice Quality Checklist]

Lesson 3 
Building Client Trust

• First Impressions Matter
• Create a Relaxing Environment

Lesson 4 
Common Cultural Barriers

• Using Appropriate Phrases
• Inappropriate Words to Avoid
• Ending the Call Professionally

Lesson 5 
Preparing for the Next Call

• Manage Inbound Calls
• Transferring Calls
• Placing Clients on Hold
• Phone Call Planning

Lesson 6 
Powerful Questioning Techniques

• Questioning Techniques Explained
• Effective Questioning Techniques
• Open and Closed Ended Questions
• Clarifying Statements
• Staying in Control of the Call
• Arranging Call Backs
• Avoid Saying Too Much
• Getting to the Point Quickly
• Things to Avoid

Lesson 7 
Managing Angry Clients

• Dealing with Irate Clients
• Showing Concern and Empathy
• Diffusing Angry Clients

Lesson 8 
Managing the Reception Desk

• Managing Customers at Reception
• Managing the Phones at Reception

Lesson 9 
Finding the Best Phrases

• Dealing with Inbound Calls
• Corporate Communication Policy

Lesson 10 
Professional Voicemail Messaging

• Leave a Professional Voicemail Message
• Customized Voicemail Scripts
• Closed Greetings
• Internal Greetings

Lesson 11 
Wrapping Up

• Words from the Wise