The telephone is a vital tool of communication between a company and a client. The course objective is to develop practical telephone skills and to improve communication. Properly used – the phone is a friend, badly used – it becomes the enemy!
None.
English.
Course is facilitated by a competent subject matter trainer, who utilises a combination of the following techniques to ensure that the session is practical and experiential: Discussion; Role Play; Exercises & Case Studies; Videos/DVD’s; Games, Slide Shows & Written Questions.
Everyone who deals with customers on a telephone: Frontline, Switchboard, Call Centre, Client Services, Debtors, Creditors, all Departments.
1 Day
Module 1 | Employ effective Telephone Etiquette First Impressions Number of Rings Characteristics that come across the Phone The Importance of Communication The Communication Process Vocal Quality Adjust Own Tone, Pitch and Volume What to Avoid Posture How to Listen on the Phone Listening and Responding Barriers to Effective Communication Discretion and Confidentiality |
Module 2 | Processing Incoming Calls Receiving a call Telephone as a Time Waster Correct Greeting Style Putting a Call on Hold Processing Outgoing Calls Making a call Cost-saving Tips Take a Message / Note the Details Screening a Call (Asking Questions) Transferring a Call When a Caller has been misdirected Explain Whereabouts Voicemail Cell Phone Etiquette |
Module 3 | Understand Customer Service Telephone Do’s Speaker Phone Etiquette Telephone Don’ts Forbidden Phrases on the Phone How to Deal with a Complaint How to Deal with an Irate Caller Protect the Image of the Company Phonetic Alphabet How to End Calls Responding to Emergency Calls |