Professional Telephone Skills Training Course
Details
The telephone is still the primary means of business communications. Learn the etiquette and communication skills required to handle calls professionally by attending pdtraining’s Professional Telephone Skills Training Course.
This Professional Telephone Skills Training course is designed to help you learn: the appropriate telephone voice and vocabulary, how to create a great first impression and gain your client’s trust, how to handle irate customers and clients, how to question effectively over the phone and other skills and attributes of an effective and professional business communicator.
This comprehensive training course is available across the U.S., including Atlanta, Austin, Baltimore, Birmingham, Boston, Charlotte, Chicago, Dallas, Houston, Jackson, Los Angeles, Manhattan, Miami, New York, Orlando, Philadelphia, San Antonio and Seattle.
You may attend the scheduled public classes or choose the Client Site Training course which could be tailored to your particular needs and schedule.
http://professionaldevelopmenttraining.com/courses/telephone-skills-training-in-atlanta-baltimore-boston-charlotte-chicago-los-angeles-new-york-miami-orlando-philadelphia-seattle-and-us-wide
Outline
This Telephone Skills Training course will provide your staff with the awareness and skills that they require to handle phone calls professionally. It will ensure that the positive image of your organization is reinforced and strengthened with every communication with customers.
In today's business environment, telephone etiquette displayed in organizations is indicative of its willingness and ability to efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone form a lasting impression in the minds of an organization's customer, making it a critical customer 'touch point'.
Nowadays, virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for employees to have a good understanding of business telephone etiquette in order to aid efficient information exchange.
This Professional Telephone Skills Training Program aims at helping employees to create a lasting impression in their customers' minds - one that shows the organization reflected in the best light possible. It focuses on developing telephone etiquette and skills to deal with customers assertively with care and positivity.
Providing Effective Client Service
- The ten commandments of good business
- What makes an effective client communicator?
- Seven sins of service
- Skills and attributes of an effective client communicator
- High emotion = low intelligence
Your Telephone Voice
- Communication skills
- Five qualities of a good telephone voice
- Vocal qualities checklist
Gaining your Client's Trust
- Create a great first impression
- Put your customer at ease
- Finding a better phrase
- Ending a call politely and professionally
Prepare Yourself
- Professional handling of incoming calls
- Transferring calls
- Taking messages
Effective Questioning
- Questioning techniques
- ??? Questions ???
- Open and closed questions
- Questions to keep control of the call
- Telephone techniques
Irate Clients
- Determine why your client is Irate
- Learn the challenges of irate clients
- Have a H.E.A.R.T. to defuse an irate client
Reception Tips
- Top Useful reception tips
Better Phrases
- Improve your interaction with Inbound calls
- Better your Outbound calls success
Action Plan
- Create a Personal action plan
- What I am going to implement immediately on-the-job
Wrap up and course conclusion
- Review the course
- Share ideas and personal challenges
- Question and answer time
Schedules
No. of Days: | 1 |
Total Hours: | 7 |
Welcome to pd training, we are an Australian-owned international training and professional services organisation. We have around 400 specialist trainers across Australia delivering thousands of courses each year in our 16 areas of specialty.
We provide industry-leading post course reinforcement, a training management system, world-class Personality Profiling, and support custom training roll outs across Australia and the world.
Professional Development Training provides Australia's leading and most comprehensive training solution. Learners receive our exclusive industry-leading post course reinforcement framework to help them beat the forgetting curve, and make the most of the training.
Management receive a range of benefits including a training management system that makes quoting, booking and reporting on training easier and faster than ever before.