Telephone Skills Training

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Telephone Skills Training

From AED1,500.00

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Description

Our “Telephone Etiquette” training helps your employees to develop and master the techniques that will enhance your company’s image.

This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.

Designed for:

This workshop is designed for everyone who deals with customers on the telephone – call center agents, customer service representatives, receptionists and all customer-facing staff

Duration:

1 day /  08 hours

Contents

  • Telephone Etiquette & Answering Procedures
  1. Clear your mind
  2. Answer telephone promptly
  3. Be present with your caller
  4. Prepare your phone voice
  5. Offer your standard greeting
  6. Be prepared before you respond
  • Processing Incoming & Outgoing Calls (Placing Callers on Hold, Transferring Calls, Taking a Message, Making a Call)
  • Communication & Communication Barriers
  1. What is a Skilled Communicator?
  2. Asking Questions and probing
  3. Listening Skills
  4. Barriers to Listening & Communication
  5. Active Listening Skills
  • The Phonetic Alphabet
  • Elements of Customer Service
  • Identifying Customers and Competitors
  1. Internal Customers and External Customers
  2. Identifying Competitors and The Competitive Edge
  • Identifying & Meeting Customer Needs
  1. Understanding Needs and Expectations
  2. Benefits of Meeting Customer Needs
  • Attitude (Optimistic, Objective, Deliberate, Determined)
  • Forbidden Phrases & Soft Language Skills
  • Dealing With Challenges
  • Dealing With Problem Customers (Listen, Empathize, Apologize, Problem-Solve

 

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