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This Professional Phone Skills course teaches participants how to project professionalism over the phone, how to gain client confidence quickly, handle irate customers and be an effective communicator. The program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customised proposal can also be arranged, to suit the training requirements of your team.


Course Objectives:

By the end of this course, participants will:

  • Learn how to provide effective client service over the phone
  • Project a professional image over the phone
  • Master a professional, effective & reassuring telephone voice
  • Gain client’s trust using proven communication techniques
  • Learn to question effectively over the phone
  • Master proven techniques to manage irate customers professionally
  • Learn tips for handling a busy reception
  • Phrase more effectively for positive and clearer communication
  • Establish the right words for unambiguous, positive & productive communication

Course Outline:

Professional Telephone Skills Training Course – Session 1
Providing Effective Client Service The Ten Commandments of Good Business
What Makes An Effective Client Communicator?
Skills and Attributes of an Effective Client Communicator
High Emotion – Low Intelligence

Professional Telephone Skills Training Course – Session 2
Your Telephone Voice The Communication Model
Five Qualities of a Good Telephone Voice
Voice Modulation
Vocal Qualities Checklist

Professional Telephone Skills Training Course – Session 3
Gaining your Client’s Trust Create a Great First Impression
Put Your Customer at Ease

Professional Telephone Skills Training Course – Session 4
Handling Cultural Barriers Over The Phone Finding a Better Phrase
Words That Must Never Be Used
How to End a Call
Ending a Call Politely and Professionally

Professional Telephone Skills Training Course – Session 5
Prepare Yourself Professional Handling of Incoming Calls
Transferring Calls
Asking a Client to Hold
Planning Phone Calls
Professional Telephone Skills Training Course – Session 6
Effective Questioning Techniques
Good Questioning Techniques
Open and Closed Questions
Clarifying Questions
Seek Satisfaction/Understanding
Questions to Keep Control of the Call
Arrange When You Will Call Them Back
Saying Too Much
Getting to the Point Quickly
The Don’ts for Client Communicators

Professional Telephone Skills Training Course – Session 7
Irate Clients How to Deal with Angry Clients
The Challenge of Angry Clients
Use the HEAT to Defuse an Irate Client
Professional Telephone Skills Training Course – Session 8
Reception Tips Serving Customers at the Reception: The Dos
Serving Customers at the Reception: The Don’ts

Professional Telephone Skills Training Course – Session 9
Using Better Phrases
Dealing with Inbound Calls

Professional Telephone Skills Training Course – Session 10
Professional Voicemail Messages What to Include in a Voicemail Message
Customised Messages for Different Callers
Closed Greeting
Internal Greeting

Professional Telephone Skills Training Course – Session 11
Wrapping Up
Words from the Wise


Who should attend?

Representatives involved in assisting customer over the phone.


General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to chose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.
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Course Curriculum

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