Professional Telephone Skills Training

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. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide efficient information exchange. 

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

Course Outline for Professional Telephone Skills Training

After completing this course, participants will have learned to:

Topic 1

Providing Effective Client Service

• Welcome

• The Ten Commandments of Good Business

• What Makes An Effective Client Communicator?

• The Seven Deadly Sins of Service

• Reflection

Topic 2

Your Personality/Your Telephone Voice

• REACH Review – Communication Evolution Tool

• The Communication Model

• The ABCDE (Five Qualities) of a Good Telephone Voice

• Your Welcome – Should HAIL

• Voice Modulation – The 6 P’s to Para verbal Communication

• Reflection

Topic 3

Gaining Your Client’s Trust

• You Never Get a Second Chance to Make a Good First Impression

• Create a Positive First Impression:

• 4 Key Parts to Your Phone Greeting

• Put Your Clients at Ease with Positive Language

• Show Urgency

• Getting to the Point Quickly - Saying Too Much

• Ending a Call Politely and Professionally

• Put It Into Practice

• Reflection

Topic 4

Handling Barriers Over The Phone

• Managing the 5 Barriers

• Words That Must Never Be Used

• Reflection

Topic 5

Effective Questioning

• WIIFM

• Good Questioning Techniques

• Ask Yourself the Following 5

• Open and Closed Questions

• Clarifying Questions

• Seek Satisfaction/Understanding

• Questions to Keep Control of the Call

• Arrange When You Will Call Them Back

• Reflection

Topic 6

Irate Clients

• How to Deal with Angry Clients

• The Challenge of Angry Clients

• Do Not Allow Negative Emotions to Affect You

• High Emotion – Low Intelligence

• Use the HEAT to Defuse an Irate Client

• Reflection

Topic 7

Prepare Yourself

• Planning Phone Calls

• Check Your Ringtone

• Transferring Calls

• Asking a Client to Hold

• Taking Messages

• Reflection

Topic 8

Reception Tips

• Serving Clients at the Reception: The Dos

• Serving Clients at the Reception: The Don’ts

• Reflection

Topic 9

Professional Voicemail Messages

• What to Include in a Voicemail Message?

• Customised Messages for Different Callers

• Closed Greeting

• Internal Greeting

• Practice, Practice, Practice

• Reflection

Topic 10

Reflections

• Create an Action Plan

• Accountability