Professional Telephone Skills Training

Professional Telephone Skills Training

In today's fast-paced business environment, effective communication is the key to success. So, the telephone etiquette displayed by your organisational staff is indicative of their willingness and ability to assist customers professionally and efficiently.

The Professional Telephone Skills Training course teaches the participant fundamental communication skills like how to project professionalism over the phone, how to gain client confidence quickly, how to improve the "phone" voice, how to handle irate customers, tips for handling a busy reception line and much more.

Learning Outcomes

After completing this course participants will be able to:

• Provide effective client service over the phone
• Project a professional image over the phone
• Master a professional, effective and reassuring telephone voice
• Gain client's trust using proven communication techniques
• Learn to question effectively over the phone
• Master proven techniques to manage irate customers professionally
• Apply best-practices for handling a busy receptionPhrase more effectively for positive and clearer communication
• Establish the right words for unambiguous, positive and productive communication

Course Outline

The Telephone Skills Training course will provide your staff with the awareness and skills they need to handle phone calls with a higher level of professionalism. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.

The skills and the attitude projected by staff over the telephone form a lasting impression in the minds of any organisation's customers, making them a critical customer 'touch point'. Today virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. It is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide effective and efficient information exchange.

This Professional Telephone Skills Training course aims at helping employees create a lasting impression in their customers' minds and position the organisation in the best light possible.The course focuses on developing telephone etiquette and skills to deal with customers assertively,empathetically and with a positive attitude.