Power Phone Technique And Etiquette

Introduction

In any industry today, apart from face-to-face encounter, the next important first impression of your business organization is an initial phone call that comes trhrough the front desk and/ or the customer service call center. The first word projected by your front liner does inevitably impact a customer's perception of your employee's skills and overall performance including the organization's training and development of their staff.

Course Objectives

Upon completion of this program, the participants will be able to:

• Enhance customer service skills through professional phone techniques and etiquettes
• Enriching effective and professional vocal for powerful on the line service
• Understand the basic telephone protocol for professionalism
• Gain confident to handle different types of callers
• Develop listening, questioning and feedback skills for effective telephone communication
• Develop strategy and harness competency in talking and managing telephone messages

Key Content

Module 1: Fundamental of Telephone Skills is Communication Skill

• Get to know your communication style for better win-win communication
  • Behavioral and communication styles
• Communication brain
  • Filters and representational system
• Emotional states and communication success
• Enhancing self-esteem, building confidence in communication
  • Letting go communication limiting beliefs for better results
  • What you say to self will affect the results you want to get

Module 2: Building Up Interpersonal Communication for Phone Skill

• Rapport building - the first step to effective communication
  • Make every caller feels welcome and important
• 7Cs keys to effective communication
• Managing different types of callers
• The art of asking questions for clarification
• Respond effectively with T.H.I.N.K before speak
• Verbal communication intelligence
  • 38% vocal and 7% words
  • The meaning of words and its intent
  • You say it - the How, Who, What, Why
• Enhancing listening skills for better understanding of the intent of the message

Module 3: Professional Power Phone Image

• Building positive impression with telephone vocal
  • Intonation: rate of speech and energy
  • Speech - language usage and clarity in pronounciation
• Answering the Telephone
  • RINGS technique - make every caller feels welcome and important
  • Before 3 rings pick up rule
  • How to take the calls - building phone rapport and behavior
  • Understanding the intent of the caller's message
  • What not to do whilst answering a call
  • Manage phone EQ
  • Active listening with professional acknowledgement throughout the call
  • Right posture when taking calls
  • How to give proper direction to your company
  • Relevant statement to avoid when taking and transferring calls
  • Excellent conversation closing

Module 4: Managing Phone Message Effectively

• Right tools at the right place at the defining moment
• Right name, right company, right salutation
• Effective message taking technique
• Understand common short code to take message

Target Audience