Course Overview:
One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits. Your reputation for service depends on how well your staff handle incoming and outgoing calls. 87% of the message your customers receive on the telephone is through the tonality of the voice they hear. Only 13% of the message they hear are the words used.
Our “Telephone Etiquette” training helps your employees to develop and master the techniques that will enhance your company’s image.
Course Outline:
SECTION 1: Telephone Etiquette
- Clear your mind
- Answer telephone promptly
- Be present with your caller
- Prepare your phone voice
- Offer your standard greeting
- Be prepared before you respond
- Making and ending a call
SECTION 2: Communication
- What is a Skilled Communicator?
- Asking Questions
- Probing
- Listening Skills
SECTION 3: The Phonetic Alphabet
SECTION 4: Elements of Customer Service
SECTION 5: Identifying Customers and Competitors
- Internal Customers
- External Customers
- Identifying Competitors
- The Competitive Edge
SECTION 6: Identifying & Meeting Customer Needs
- Understanding Needs and Expectations
- Benefits of Meeting Customer Needs
SECTION 7: Forbidden Phrases & Soft Language Skills
- Overcoming the Forbidden Phrases
- Converting Hard Language into Soft Language Skills
SECTION 8: Dealing With Problem Customers
- Step 1 - Listen
- Step 2 - Empathise
- Step 3 - Apologise
- Step 4 - Problem-Solve