COURSE OVERVIEW (1 DAY)

 Fact: 88% of your customers who stop using your services or products do so because of perceived employee indifference or rudeness.

One of the most common ways our customers interface with employees is through the telephone.  Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits.  Your reputation for service depends on how well your staff handle incoming and outgoing calls.  87% of the message your customers receive on the telephone is through the tonality of the voice they hear.  Only 13% of the message they hear are the words used. 

Our “Good 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.

 TARGET AUDIENCE

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

COURSE OUTLINE

SECTION 1:      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

SECTION 2:      Processing Incoming & Outgoing Calls

1.     Placing Callers on Hold

2.     Transferring Calls

3.     Taking a Message

4.     Making a Call

SECTION 3:      Communication & Communication Barriers

1.     What is a Skilled Communicator?

2.     Asking Questions

3.     Probing

4.     Listening Skills

5.     Communication Barriers

SECTION 4:      The Phonetic Alphabet

SECTION 5:      Elements of Customer Service

1.     Quiz Time

2.     Pebble Demonstration

SECTION 6:      Identifying Customers and Competitors

1.     Internal Customers

2.     External Customers

3.     Identifying Competitors

4.     The Competitive Edge

SECTION 7:      Identifying & Meeting Customer Needs

1.     Understanding Needs and Expectations

2.     Benefits of Meeting Customer Needs

SECTION 8:      Attitude

1.     Optimistic

2.     Objective

3.     Deliberate

4.     Determined

SECTION 9:      Forbidden Phrases & Soft Language Skills

1.     Overcoming the Forbidden Phrases

2.     Converting Hard Language into Soft Language Skills

SECTION 10:    Dealing With Challenges

1.     Daily Challenges

2.     Solutions

SECTION 11:    Dealing With Problem Customers

Step 1 - Listen

Step 2 - Empathise

Step 3 - Apologise

Step 4 - Problem-Solve

SECTION 12:    The Problem-Solving Process

1.     Define the Problem

2.     Seek and Analyze the causes of the Problem

3.     Identify Possible Solutions

4.     Evaluate Each Solution

5.     Choose the Best Solution

6.     Plan Implementation

SECTION 13:    Doing Your Part

1.     Developing and Maintaining Relationships

2.     Clear Expectations

3.     The Reciprocal Quality of Relationships

4.     Understanding Different Communication Styles

5.     Likeability Works