The Whole Thing reserves the right to alter dates, content, venue and the trainer for each course with reasonable notice.

CERTIFICATION

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.

COURSE DESCRIPTION

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.

COURSE OBJECTIVES

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

COURSE CONTENT

DAY 1 • TELEPHONE ETIQUETTE

Overview

• What is telephone etiquette
• Why is telephone etiquette important to your business (perception versus reality)
• How the receiver of information transmits the information received

Telephone Skills

• Rules and boundaries to perfect your telephone skills
• Words that work- It’s not what you say it’s how you say it!
• Telephone conversation management
  • Opening and closing your telephone conversation
  • AIDA (Attention Interest Desire Action)
• Encouraging the customer to listen
• Effective telephone communication techniques
• Measuring your approach to telephone etiquette
• Sustaining and maintaining telephone etiquette

Effective Script Writing

• Design and deliver a script that works

Managing Difficult Clients

• Managing difficult clients
• Response to positive and negative words and phone behaviour
• How to turn a negative client into a positive outcome
• Encouraging and engaging the customer

Voice, Vocal and Volume

• Delivering a script that will be heard and understood
• Voice, Vocal and volume – practical hands-on delivery

• Practice and preparation for Day 2 – Fine tuning of script

DAY 2 • PRACTICE MAKES PERFECT

Review

Key learning points from day 1

Role-play

• The following activities are designed with the learner and learner’s workplace in mind which means that they are participative will be in your world and experiential; each activity is closed with team and professional trainer feedback:

Telephone Script

• Objective: Deliver a telephone script that captures the response required from the client

Managing Difficult Clients

• Objective: Identify negative responses and how to turn the customer around to a positive feeling and reaction

Developing the Client Relationship

• Objective: Determine lessons learnt from real-life scenarios back in the workplace and how these can be used to develop client relationships

Telephone Etiquette Consistence

• Objective: Determine a consistent and standardized approach

Telephone Etiquette Excellence

• Objective: Determine telephone etiquette practice for excellent customer satisfaction

Key Learning Review

• Group discussion and professional feedback to consolidate key learning. Delegates will leave the day with a list of development activities to improve their telephone etiquette competency back at work.

IN ADVANCE

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.