Professional Telephone Skills

How people conduct themselves on the telephone speaks volumes about an organisation’s professionalism. Hamilton mercer’s service methodologies help learners improve their telephone manner and structure interactions, so they can lead conversations with confidence. 

Audience

• People of all experience levels and seniority using the telephone to talk with external customers (clients, suppliers) and internal customers (colleagues, contractors).

Upon completing this course learners will be able to:

• Create a welcoming and professional first impression, to set the desired tone for the conversation.
• Structure and lead conversations – keeping them on topic and timely.
• Apply best-practice telephone etiquette to create a seamless experience.
• Gather accurate information from callers, to document and share with colleagues.
• Assert themselves appropriately when handling talkative or unwanted callers.

Performance outcomes include:

• Enhanced reputation and customer loyalty – perceived as true professionals.
• Increased attention to detail and highly organised approach to information/data.
• Engaged workforce – greater self-awareness, confidence and positivity.
• Uplifted behavioural consistency, internal communications and efficiency.

Module 1: Effective Communication: Verbal & Non-verbal Skills
Learning Outcomes

• Become a more believable, persuasive and influential communicator.
• Increase self-awareness, confidence and professionalism.
• Consistently communicate a responsive (can-do) approach.

Service Methodologies

• ‘Believability’ of Communication
• Body Language & Voice Factors
• Using Positive and Persuasive Language

Module 2: Telephone Etiquette: Accuracy & Professionalism
Learning Outcomes

• Manage the expectations of callers and brief colleagues properly.
• Utilise ‘dead-time’ during conversations to create a more seamless experience.
• Improve attention to detail and the accuracy of information gathered.

Service Methodologies

• Placing Callers on Hold / Transferring Calls
• Making the Most of Silent Periods During Conversations
• Clarification of Important Customer Details

Module 3: First Impressions: Greeting & Screening Calls
Learning Outcomes

• Create a welcoming and professional first impression.
• Improve the structure and timeliness of how calls are handled.
• Apply the correct levels of assertion and professionalism with sales calls.

Service Methodologies

• Professional Telephone Greeting
• Screening Calls
• Handling Unsolicited Sales Calls Assertively

Module 4: Last Impressions: Message Taking & Closing Calls
Learning Outcomes

• Ensure all questions have been answered before ending calls.
• Take ownership of the message-taking process.
• Create a positive and professional last impression.

Service Methodologies

• Effective Message Taking
• Closing Calls Professionally