Telephone Excellence Skills

Introduction

Proper telephone etiquette is very important in that you are representing your department and organization. Remembering to use proper telephone etiquette, whether answering the phone or makin gphone calls leaves callers with a favorable impression of you, your department and your organization.

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.

Course Objectives

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

Key Content

Module 1: Telephone Etiquette & Answering Procedures

• Clear your mind
• Answer telelphone 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 and 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 and transferring of calls
• Asking a client to hold
• Planning phone calls

Module 6: Taking Accurate Messages & Relaying Effectively

• Effective questioning
• Questioning techniques
• Keep control of the call
• Arrange when you will call them back

Module 7: Managing Difficult Telephone Situations

• Hard to understand callers
• Complaints
• Angry callers
• Agreesive/ passive-agreesive callers
• Talkactive callers

Module 8: Using Phrases Dealing with Inbound Calls

• Professional voicemail
• What to include in a voicemail message
• Customized messages for differnt callers
• Closed greeting
• Internal greeting
• Wrapping up words from the wise
• Best practices sharing