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Professional Telephone Skills
The person on the phone is representing the company, they are the most important person to the company at that particular time. Having profession telephone skills is crucial as our opinions of any business is formed and underpinned by a single phone conversation. It is imperative that we get it right.
By the end of the course you will:
- Know how important they are as a face and voice of the business
- Understand how to build rapport over the phone
- Identify communication preferences and how to present your information
- Master a professional and reassuring telephone voice
- Utilise Active Listening techniques
- Discover how to deal with barriers to communication
- Learn how to deal with a busy reception area & workplace
- Develop effective questioning skills
- Discover practical techniques for dealing with difficult people
- Efficiently satisfy the needs of any caller
Course Outline:
Giving Excellent Customer Service
- What makes a great communicator
- The 10 commandments of good business
- The Do’s and Don’ts of service
The Do’s and Don’ts of service
- Qualities of a good telephone voice
- Communication Styles
- Giving your message in the right way
Building Rapport and Gaining Trust
- The first impression
- Being a friend to your caller
- Controlling the 3 stages of a call
Effective Questioning & Listening
- Learning the right questions to ask
- How active listening builds confidence in the caller
- Setting ‘SMART’ Goals
Dealing With Difficult Callers
- How to gain responsiveness
- Why common ground breeds forgiveness
- Diffuse a frustrated and angry caller
Completing The Perfect Call
- How to end a call professionally
- Techniques to deal with a busy environment
- You do more than just answer the phone
Your Action PLan
At the end of this Professional Telephone Skills course you will develop an action plan to implement and grow your new skills & understanding to achieve better outcomes in the workplace and in life. Communicate with clarity and confidence, with the right outcomes..