Exceptional Telephone Techniques

Overview

This course will teach delegates to present the right image for their organisation through effective communication and customer care. It will explore how to build rapport on the telephone through the appropriate use of words and tone and how to make successful appointments with the right person. Essentially, this is a course that will cause delegates to consider how they can ensure each customer has a good experience and will want to make your organisation the supplier of choice.

It is ideal for any staff who are responsible for answering the telephone and making calls on behalf of their organisation, thereby acting as the first point of contact for their customers and suppliers.

Objectives

• Practised answering and making telephone calls in a professional manner

• The required information to accurately respond to the customer’s call

• Built rapport and satisfied the customers need quickly and efficiently

• Overcome challenges and develop great communication skills

• Demonstrate a positive and professional attitude on the telephone

Course Outline

The importance of professional telephone skills

• Importance of professional telephone techniques to the business
• Benefits of professional telephone etiquette

Telephone communication challenges

• The challenges of telephone communication
• Role of non verbal communication
• Building rapport and gathering information

Answering the telephone

• Telephone guidelines when handling a call
• The verbal handshake
• Putting callers on hold, transferring callers

Communication skills to handle enquiries

• Effective listening techniques
• Questioning techniques
• Recording information
• Using positive language and taking ownership of call
• Closing the call

Communicating with customers with different communication styles

• Recognising different communication challenges
• Main characteristics of communication styles
• Recognising your own communication preferences
• Adjusting to other styles of communication