Perfecting Your Telephone Skills

Category: Aci Code Requirements And Specifications For Concrete Design, Construction And Repair Training

Course Description

Course Objectives

  • The importance of telephone manners and its relevance to the organisations standing and repute
  • Practicing the relevant key skills required to be an efficient, cooperative and empathising caller through superb listening skills
  • The significance of worthwhile and relevant questioning during a call
  • Master easy-to-use strategies to calm down an angry customer
  • Understand the importance of both verbal and non-verbal communication in tough situations
  • A firm grasp on the skills required for outstanding telephone etiquettes
  • Understand the right tone of voice, pitch and style of communicating to use during each telephone conversation.

Who Should Attend

  • Tele-sales professionals
  • Call Centre Staff
  • Professionals seeking to improve their telephone etiquettes
  • Staff members who directly or indirectly communicate with internal/external customers

Benefit of Attending

  • By the end of this course you will be able to:
  • Handle customer complaints, suggestions and feedback with great precision
  • Tackle an angry customer without offending him/her and making the best use of emotional intelligence in such scenarios
  • Gain confidence and poise in dealing with all types of clients
  • Deal with each aspect professionally from greeting till the end of a telephone call
  • Build and maintain the image of your organisation and yourself.

Course Outline

  • Customer Care via Telephone
  • Telephone Techniques to improve its communication process
  • Telephone Mannerisms for the Professionals
  • Types of Calls
  • Inbound
  • Outbound
  • Avoiding Clutter and Taking Messages Flawlessly
  • The importance of creating lasting impressions
  • Verbal and Non-verbal communication patterns
  • Looking at the brighter side
  • The do’s and don’ts
  • Are you asking the right questions?
  • Be a good listener
  • Tackling challenging clients on the phone
  • Handling complaints and feedback
  • Telephone Charter
  • Wrap up and feedback.