Telephone Skills Training
About the Training/Workshop
Overview
Telephone skills are very critical to a company’s customer relationship. The customer’s first impression of a company is formed mostly by their interaction with the personnel answering the phone. Due to this it is important for all staff who will entertain customer phone calls to have the proper training on how to handle the calls.
Objectives
- To know what to say during a customer phone call
- To learn how to make the proper voice expression
- To acquire listening skills to better understand the customer’s needs
- To manage angry customers by finding mutually acceptable solutions
Who Should Participate
- Customer service representatives
- Receptionists
- Any personnel who may accept phone calls from outside the company
Key Topics
I. What is telephone skills and its importance?
II. Understanding the customer’s perception
III. Techniques that create a positive first and lasting impression
IV. Nonverbal communication concerns: attitude, attention, posture, facial expressions
V. Improving your listening skills
VI. Voice quality: Understanding pitch, volume, speed and clarity
VII. A strong start: Selecting cheerful and appropriate greetings
VIII. Positive and effective verbal communication¨
- Using positive vocabulary
- Words to use and which ones to avoid
- Slang and phrases to avoid
- Statements to avoid giving the wrong impression
IX. Building rapport: Appropriate and effective ways to build rapport.
X. Placing callers on-hold techniques
XI. Effectively transferring a call
XII. Handling customer complaint call
- Take accurate notes
- Empathize with angry or distressed customers
- Take ownership of the problem and follow through
- Rephrase the customer’s statement
- Acknowledge the customer’s feelings
- State the company’s position
- Allow the customer choices
- Find mutually acceptable solutions
XIII. Handling multiple calls
XIV. Closing the call techniques for creating strong last impressions
XV. Using voice mail effectively
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TIME: 9:00 AM to 4:00 PM
VENUE: Unit 2 2/F Intellect Bldg. MacArthur Highway, Brgy. San Sebastian, Tarlac City, Tarlac
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Contact Details:
Contact Numbers: (045) 923.1751 or text/call 0920.959.4020 or 0949.993.9043
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