LEARNING OUTCOMES:

• Develop the ability to greet callers in a professional and friendly manner
• Learn techniques for effective telephone greetings
• Learn techniques for effective listening
• Learn techniques for providing effective responses
• Develop the ability to handle difficult callers
• Understand the impact of tone of voice
• Develop the ability to handle language barriers and cultural differences
• Learn techniques for handling calls efficiently
• Practice skills learned through role-playing exercises

COURSE OVERVIEW & CONTENT:

"Our Telephone Skills training will empower your team to handle any call with confidence"

Telephone Skills are an essential component of any customer service or sales role. The ability to communicate effectively on the phone is crucial for building relationships with customers, resolving issues and closing deals. Effective telephone communication can also play a critical role in building trust, loyalty, and a positive reputation for a company.

During a telephone conversation, the caller forms an impression of the company and its representatives based on the way the call is handled. A professional, friendly, and efficient manner can make a positive impact on the caller, while a poor telephone manner can lead to dissatisfaction and lost business. This is why it is important for employees to have good Telephone Skills.

Attending a Telephone Skills training program can provide employees with the knowledge and skills needed to handle telephone calls effectively and efficiently.

Telephone Skills are an essential aspect of customer service and sales, and investing in training can bring significant benefits to both employees and the company. It can empower employees with the skills to handle calls efficiently and effectively, increase customer satisfaction and loyalty, and drive business growth.

Introduction

• Importance of Telephone Skills in Customer Service and Sales
• Benefits of Attending the Training

Greeting Callers

• The Importance of a Professional and Friendly Greeting
• Techniques for Effective Telephone Greetings
• How to Handle Different Types of Calls (E.G. Sales, Complaints, Inquiries)

Active Listening

• The Importance of Active Listening in Telephone Communication
• Techniques for Effective Listening (E.G. Paraphrasing, Reflecting, Summarizing)
• How to Handle Interruptions and Distractions

Responding To Callers

• The Importance of Clear and Concise Responses
• Techniques for Providing Effective Responses
  • Using Open-Ended Questions
  • Avoiding Jargon
• How to Handle Difficult or Angry Callers

Tone of Voice and Language

• The Impact of Tone of Voice and Language on Telephone Communication
• Techniques for Using Tone of Voice and Language Effectively (E.G. Using A Friendly and Professional Tone, Avoiding Slang)
• How to Handle Language Barriers and Cultural Differences

Handling Calls Efficiently

• The Importance of Efficiency in Telephone Communication
• Techniques for Handling Calls Efficiently (E.G. Using Call Scripts, Taking Notes)

Obtaining and Giving Information

• Effectively Obtaining Information From Callers
  • Using Open-Ended Questions
  • Active Listening
• Giving Information To Callers
  • Clear and Concise Responses
  • Using Appropriate Language
• How To Handle:
  • Sensitive or Confidential Information
  • Large Amount of Information and Data
  • Information Not Available at the Moment
  • Information that is Not Accurate
  • Information that is Not Allowed to Be Shared

Role-Playing and Practice

• Participants Will Practice the Skills Learned in the Previous Sections Through Role-Playing Exercises
• Participants Will Receive Feedback on their Performance
• Participants Will Have the Opportunity to Ask Questions and Address any Areas They Need More Help With

COURSE DURATION: ONE DAY