| Good Telephone Etiquette (CDT-008) |
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1 day course Frontline Staff positions are the most important positions for any business. WHY? Because, it is the Frontline Staff who have the first contact with existing and potential customers and they have the power to MAKE or BREAK whether or not this customer chooses to stay or become a customer. The workshop covers the following: MODULE 1: TELEPHONE ETIQUETTE SECTION 1 – TELEPHONE ETIQUETTE AND 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 SECTION 2 – COMMUNICATION BARRIERS AND CONFIDENTIALITY 1. Communication Barriers 2. Confidentiality SECTION 3 – PROCESSING INCOMING CALLS 1. Placing Callers on Hold 2. Transferring Calls 3. Screening Calls 4. Taking a Message SECTION 4 – PROCESSING OUTGOING CALLS 1. Preparing Yourself 2. Making the Call 3. Leaving a Message MODULE 2: THE PHONETIC ALPHABET MODULE 3: CUSTOMER SERVICE SECTION 1 – IDENTIFYING CUSTOMERS 1. Internal Customers 2. External Customers SECTION 2 – IDENTIFYING COMPETITORS & THE COMPETITIVE EDGE 1. Identifying Competitors 2. The Competitive Edge SECTION 3 – IDENTIFYING & MEETING CUSTOMER’S NEEDS SECTION 4 – ATTITUDE & LISTENING 1. Attitude 2. Listening SECTION 5 – FORBIDDEN PHRASES & SOFT LANGUAGE SKILLS 1. Forbidden Phrases 2. Soft Language Skills SECTION 6 – DEALING WITH PROBLEM CUSTOMERS 1. STEP 1 – Listen 2. STEP 2 – Empathise 3. STEP 3 – Apologise 4. STEP 4 – Solve the Problem SECTION 7 – PERSONAL PERFORMANCE Register for this course or make an enquiry. Go back to the Call Centre Training menu. |