INTRODUCTION
One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits. Your reputation for service depends on how well your staff handle incoming and outgoing calls. 87% of the message your customers receive on the telephone is through the tonality of the voice they hear. Only 13% of the message they hear are the words used.
Our “Telephone Etiquette” training helps your employees to develop and master the techniques that will enhance your company’s image.
This Course includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection and quizzes .
Duration
5 Days
Target Audience
This workshop is designed for everyone who deals with customers on the telephone – call center agents, customer service representatives, receptionists and all customer-facing staff.
Course Level:
Objectives:
- Create a faster and more efficient service over the telephone
- Providing personal attention to every caller’s needs
- Calm irate callers, take proper messages, transfer and place callers on hold
- Handle sales call with confidence
- Show empathy with a customer regarding their needs & expectation
- Handle customer’s complaints over the phone more effectively
- Close the call with confidence
- Communicate effectively with people at all levels of the organization
- Deal professionally and decisively with a variety of “tough” everyday conflict situations that you may be called on to handle at work
Course Outline
- SECTION 1: Telephone Etiquette & Answering Procedures
1. Clear your mind
2. Answer telephone promptly
3. Be present with your caller
4. Prepare your phone voice
5. Offer your standard greeting
6. Be prepared before you respond - SECTION 2: Processing Incoming & Outgoing Calls
1. Placing Callers on Hold
2. Transferring Calls
3. Taking a Message
4. Making a Call - SECTION 3: Communication & Communication Barriers
1. What is a Skilled Communicator?
2. Asking Questions
3. Probing
4. Listening Skills
5. Barriers to Listening & Communication
6. Active Listening Skills - SECTION 4: The Phonetic Alphabet
- SECTION 5: Elements of Customer Service
- SECTION 6: Identifying Customers and Competitors
1. Internal Customers
2. External Customers
3. Identifying Competitors
4. The Competitive Edge - SECTION 7: Identifying & Meeting Customer Needs
1. Understanding Needs and Expectations
2. Benefits of Meeting Customer Needs - SECTION 8: Attitude
1. Optimistic
2. Objective
3. Deliberate
4. Determined - SECTION 9: Forbidden Phrases & Soft Language Skills
- SECTION 10: Dealing With Challenges
- SECTION 11: Dealing With Problem Customers
Step 1 - Listen
Step 2 - Empathise
Step 3 - Apologise
Step 4 - Problem-Solve
Related Courses
Course Administration Details:
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
- Email: [email protected]
- Phone: +254715 077 817
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
- Email: [email protected]
- Phone: +254715 077 817
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
Click here to register for this course.
Register NowCustomized Schedule is available for all courses irrespective of dates on the Calendar. Please get in touch with us for details.
Do you need more information on our courses? Talk to us.
