ONLINE: TELEPHONE SKILLS TRAINING

Telephone skills are very critical to a company’s customer relationship. The customer’s first impression of a company is formed mostly by their interaction with the personnel answering the phone. Due to this it is important for all staff who will entertain customer phone calls to have the proper training on how to handle the calls.

Key Topics

I. What is telephone skills and its importance?

II. Understanding the customer’s perception

III. Techniques that create a positive first and lasting impression

IV. Nonverbal communication concerns: attitude, attention, posture, facial expressions

V. Improving your listening skills

VI. Voice quality: Understanding pitch, volume, speed and clarity

VII. A strong start: Selecting cheerful and appropriate greetings

VIII. Positive and effective verbal communication¨

Using positive vocabulary
Words to use and which ones to avoid
Slang and phrases to avoid
Statements to avoid giving the wrong impression

IX. Building rapport: Appropriate and effective ways to build rapport.

X. Placing callers on-hold techniques

XI. Effectively transferring a call

XII. Handling customer complaint call

Take accurate notes
Empathize with angry or distressed customers
Take ownership of the problem and follow through
Rephrase the customer’s statement
Acknowledge the customer’s feelings
State the company’s position
Allow the customer choices
Find mutually acceptable solutions

XIII. Handling multiple calls

XIV. Closing the call techniques for creating strong last impressions

XV. Using voice mail effectively

To learn more, please join our webinar. Please call or text: 0915.205.0133 | 0908.342.3162 | 0933.584.7266 | (02) 8.727.5628, or email us the following details at [email protected] so we can better assist you:


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