Telephone Etiquette

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Description

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 staffs 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 organization’s image.

Objective:

At the end of the training participants will be able to:

  • Provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Manage irate customers professionally

Training Module:

  • Clear your mind
  • Answer telephone promptly
  • Offer your standard greeting
  • Be present with your caller
  • Prepare your phone voice
  • Be prepared before you respond
  • Placing Callers on Hold
  • Transferring Calls
  • Taking a Message
  • Building Rapport
  • Asking Questions
  • Probing
  • Listening Skills
  • Barriers to Listening & Communication
  • Active Listening Skills
  • Handling Difficult Customers

Methodology:

  • Case Study
  • Role-plays
  • Activity based learning
  • Games and Group activities