Telephone Etiquette Skills

Good telephone skills and etiquette go beyond just sounding good and using the right words. After all, both ‘what you say’ and ‘how you say it’ build the professional image of an organization.

This service-oriented workshop encompasses good listening techniques, asking appropriate questions and developing basic telephone etiquette skills.

This workshop will benefit anyone keen on projecting a professional image at the workplace. Interactive methodologies such as role-plays and case studies will be employed to provide participants with opportunities for skills practice.

Course Objectives

Upon completion of this Telephone Etiquette Skills, participants will be able to;

• Appreciate how telephone etiquette contributes to a positive image for the company.

• Analyse the strengths and weaknesses of your voice.

• Have a standard format for consistency and professionalism over the phone.

• Derive guidelines for handling phone conversations where the other party is angry, passive, talkative or demanding.

Who should attend?

Administrative, Sales support staff members and, Executives who need to develop their telephone skills.

Training Outline

Module 1: Elements of Telephone Etiquette

• Understanding the formula for customer service

• Projecting a Professional Image

• A standard format for consistency and professionalism

• An outcome-first attitude

• Barriers to phone communication

• Powerful telephone techniques and strategies

• Techniques for negotiating objections and resistance

• Active listening & pinpointing

• Closing the tele-conversation effectively

Module 2: Effective Communication

• The strengths and weaknesses of your voice

• Approaches to communicating – active and passive voice; direct and indirect

• Understanding and using tone effectively

Module 3: Dealing with Different Caller Types

• Phrases to use to handle difficult callers

• Communicating to suit different caller profiles using caller analysis

• Roleplay