Course Overview:
One of the most common ways our customers interface with employees is through the telephone. Make sure your employees' voices stand out like a polar bear's roar - clear, distinct and purposeful, ensuring that your reputation for service is always at its best. 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: Being Customer Focused
- Clear your mind
- Answer telephone promptly
- Be present with your caller
- Prepare your phone voice
- Offer your standard greeting
- Be prepared before you respond
SECTION 2: Incoming & Outgoing Calls
- Placing Callers on Hold
- Transferring Calls
- Taking a Message
- Making a Call
SECTION 3: Communication
- What is a Skilled Communicator?
- Asking Questions
- Probing
- Listening Skills
- Barriers to Listening & Communication
- Active Listening Skills
SECTION 4: The Phonetic Alphabet
SECTION 5: Elements of Customer Service
- Quiz Time
- Pebble Demonstration
SECTION 6: Customers and Competitors
- Internal Customers
- External Customers
- Identifying Competitors
- The Competitive Edge
SECTION 7: Customer Needs
- Understanding Needs and Expectations
- Benefits of Meeting Customer Needs
SECTION 8: Attitude
- Optimistic
- Objective
- Deliberate
- Determined
SECTION 9: Forbidden Phrases & Soft Language
- Overcoming the Forbidden Phrases
- Converting Hard Language into Soft Language Skills
SECTION 10: Dealing With Challenges
- Daily Challenges
- Solutions
SECTION 11: Dealing With Problem Customers
- Step 1 - Listen
- Step 2 - Empathise
- Step 3 - Apologise
- Step 4 - Problem-Solve