Telephone Etiquette

SCHEDULE

No schedule at the moment

If you have three or more candidates or you would like to run this course as an in-house programme, please contact us.

COURSE AIMS

There will be many times when you never meet the customer in person, therefore it is essential that each employee answering the phone is able to sell or portray their personality quickly and effectively over the phone. The telephone is the most used tool in the work environment and how this tool is used is vital to customer service. Telephone Etiquette will show you how to make the telephone your business partner.

WHO WILL BENEFIT FROM THE COURSE?

This programme is designed for receptionists, call centre professionals, sales representatives or anyone who deals with the clients mostly through the telephone who needs to learn the tools and techniques required for superior telephone communication in an interactive environment.

WHAT WILL YOU GAIN FROM THIS COURSE?

  • Learn how to create the right impression of yourself and your company
  • Present a positive and lasting image while dealing with customers over the telephone
  • Understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service
  • Identify the challenges of communicating by phone
  • Know the factors of good and bad communication on the telephone
  • Learn how to develop a rapport with callers
  • Identify the best practices and telephone ‘etiquette’ when answering, holding or transferring calls
  • Learn how to manage difficult and aggressive customers and resolve problems successfully
  • An increased appreciation for your role in helping the organisation achieve customer service excellence
  • The latest techniques and methods to help your team provide world-class service
  • Enhanced leadership and communication skills required to excel in your career
  • Increased confidence in your ability to work professionally with difficult or upset customers

SAMPLE COURSE CONTENT

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Creating a Professional Image over the Telephone
  • Understanding How Customers Form Impressions
  • Clarifying Our Purpose
  • Handling the Key Stages of the Call
  • The Importance of Every Telephone Interaction
  • Using the Correct Language
  • Tuning Into Your Caller
Communication Skills
  • Communication is More Than Words
  • The Principles of Communication
  • Barriers to Communication
  • The 7 C’s:
    • Courteous
    • Clear
    • Colourful
    • Concise
    • Consistent
    • Correct
    • Communicative
Good Questions vs Bad Questions
  • Closed
  • Open Ended – Informational
  • Probing
  • Reflecting
  • Leading
  • Types of Questions to Avoid
Active Listening
  • What Active Listening
  • Why People Do Not Listen
  • The Difference Between Hearing and Listening
  • Techniques to Enhance Listening Skills
Controlling the Telephone Process Confidently
  • Making and Taking Calls
  • Beginning the Call
  • Know What Your Caller Wants
  • Announcing Yourself
  • Building Rapport
  • Being Consistent
  • How to Sound Confident and Helpful
  • Dealing with Enquiries – Getting the Facts and Controlling the Call
  • Closing
  • Controlling Interruptions
Company Standards and Procedures
  • Identifying Standards for:
    • Answering Internal Calls
    • Answering External Calls
    • Transferring Calls
    • Putting Callers on Hold
  • Follow-Through for the Caller
Handling Different Callers
  • Reasons for Losing Customers
  • Developing Flexibility
  • Welcoming Objections
  • Identifying Causes
  • Handling Complaints
  • Benefits of Complaints
  • How to Deal with Complaints
  • Preventing Complaints
  • Dealing with:
    • Rude and Angry Customers
    • Talkative
    • Hard to Understand
  • The Building Blocks for Success: Attitude, Acknowledgement, Agreement, Action
  • Resolving Problems – Identifying a Process
Telephone Mechanics
  • Knowing the Machinery
  • Identifying Extension Numbers
  • People Calling From Abroad
  • Handling Callers From Someone Else’s Office
  • Using the Resources Around You
Structuring Messages
  • Information to Include on a Message Form
  • Repeating the Client’s Name and Contact Details
  • Actions to be Taken as a Result of the Message

METHODOLOGY OF TRAINING

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through:

  • Group discussion
  • Individual and syndicate activities
  • Individual and group tasks
  • Case studies
  • Role plays
  • Audio and video evaluation
  • Action planning
  • Experiential learning games
  • Presentations

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