Telephone Excellence
Telephone Excellence Customer Service Soft Skills Selangor, Malaysia, Kuala Lumpur (KL), Shah Alam Training, Workshop | Iconic Training Solutions Sdn Bhd
Download Files
Telephone_Excellence_-_2days.pdf (154.49 KB)

TELEPHONE EXCELLENCE
Duration: 2 Days

Introduction
Proper telephone etiquette is very important in that you are representing your department and organisation. Remembering to use proper telephone etiquette, whether answering the phone or making phone calls, leaves callers with a favorable impression of you, your department and your organisation.
 
Championing over the phone shares ideas on how to project professionalism over the phone, tips to gain client confidence, best practices on how to handle frustrated customers.


Benefits

  • Learn how to provide efficient assistance
  • Be a professional on the phone
  • Learn communication techniques
  • Using the telephone effectively in a business environment
  • Handle and practice dealing with frustrated clients
  • Phrase more effectively for positive and clearer communication
  • Create your own phrasebook and phone etiquette bible
Key Content

MODULE 1 - TELEPHONE ETIQUETTE & ANSWERING PROCEDURES
  • Clear your mind
  • Answer telephone promptly
  • Be present with your caller
  • Prepare your phone voice
  • Offer your standard greeting
  • Be prepared before you respond 
MODULE 2 - COMMUNICATION & COMMUNICATION BARRIER
  • Asking Questions
  • Probing
  • Listening Skills
  • Barriers to Listening & Communication
  • Active Listening Skills 
MODULE 3 - WINNING OVER
  • Gaining Trust 
  • Create a Great First Impression
  • Put Your Customer at Ease 
MODULE 4- IDENTIFYING & MEETING CUSTOMER NEEDS
  • Understanding Needs and Expectations
  • Benefits of Meeting Customer Needs 
MODULE 5 - USING TELEPHONE EFFECTIVELY
  • Prepare Yourself
  • Planning Phone Calls
  • Professional Handling of Incoming Calls & Transferring of Calls
  • Asking a Client to Hold
  • Planning Phone calls 
MODULE 6 - TAKING ACCURATE MESSAGES AND RELAYING EFFECTIVELY
  • Effective Questioning
  • Questioning Techniques
  • Keep Control of the Call
  • Arrange When You Will Call Them Back Saying Too Much 
MODULE 7 - MANAGING DIFFICULT TELEPHONE SITUATIONS
  • Hard-to-understand callers
  • Complaints
  • Angry callers
  • Aggressive/passive-aggressive callers
  • Talkative callers 
MODULE 8 - USING BETTER PHRASES DEALING WITH INBOUND CALLS
  • Start to create your bible
  • Professional Voicemail
  • What to Include in a Voicemail Message Customised Messages for Different Callers
  • Closed Greeting
  • Internal Greeting
  • Wrapping Up Words from the Wise
  • Best Practices Sharing

Please leave your enquiry here, we will reply as soon as possible.


*only support gif, jpeg, jpg, png, pdf
Switch To Desktop Version