The Whole Thing reserves the right to alter dates, content, venue and the trainer for each course with reasonable notice.
This course is CPD Certified with each day equivalent to 6.5 hours of CPD
Telephone Etiquette Skills for Best Customer Satisfaction and Great Results
WHO SHOULD ATTEND?
Staff at all levels in the organization that want to improve their telephone etiquette competency so they can get the very best results from their telephone conversations in pursuit best customer satisfaction and the organization’s goals through telephone service excellence.
Most telephone behavior that is perceived as disrespectful, discourteous or abrasive is unintentional and could have been avoided by practicing good manners or etiquette. Telephone etiquette is about presenting yourself with the kind of polish that shows you and your organization can be taken seriously. Telephone etiquette is also about being comfortable talking with people and making them feel comfortable talking with you! A competent person on the other end of the telephone gives the customer confidence and conviction that the person speaking is knowledgeable enough for the customer to build a successful relationship with and that their problem or situation will be solved. Mastery of the telephone etiquette process is vital for individual and organizational worth as well as driving business growth.
Telephone Etiquette is a straightforward and practical approach to telephone etiquette that provides a dramatic increase in the quality and delivery of personal telephone presence and verbal behavior in and out of the workplace. The program takes a holistic view of telephone etiquette and introduces the delegate to the knowledge, skills and attitude required to behave effectively and confidently whilst taking any call.
The program is well researched, knowledge-based and designed with the individual learner at the centre of the learning process which means that the course is extremely interactive and practical.
By the end of this course delegates will be able to:
✓ Determine key telephone etiquette and communication skills
✓ Determine how to properly manage any telephone conversation from start to finish
✓ Determine how the receiver of information transmits the information received
✓ Determine how to manage difficult customers over the telephone
✓ Determine how to design, develop and deliver a script that works
✓ Develop appropriate voice, vocal and volume through practical hands-on delivery
✓ Produce drive to self-develop in telephone etiquette
✓ Produce positive impact on the overall performance of each delegate and the organization
DAY 1 • TELEPHONE ETIQUETTE
Effective Script Writing
Managing Difficult Clients
Voice, Vocal and Volume
DAY 2 • PRACTICE MAKES PERFECT
Key learning points from day 1
Managing Difficult Clients
Developing the Client Relationship
Telephone Etiquette Consistence
Telephone Etiquette Excellence
Key Learning Review
Each delegate will be asked to complete a pre-course questionnaire to determine their individual learning objectives. These will be used by the trainer to give on track training that is focused on the individual learner attending. Please bring this with you to the training
ON-TRACK FOR GROWTH
The individual leaves this program with a Personal Action Plan to encourage immediate transfer of training to the job.
REGISTER FOR THIS COURSE
To register for this course please review the grey box above. If no public course is listed or the location and dates shown don’t suit you then please request a proposal for this course either as a public training course or if you have 6 delegates or more as an in-company training course by clicking on Request a Proposal.