DEVELOPING EFFECTIVE TELEPHONE SKILLS

Developing effective telephone skills can be difficult. The telephone is the most familiar piece of technology in the workplace and it's use is often taken for granted. It is the way we speak to most of our customers, the way relationships are forged or broken, and the way information is clearly or poorly relayed. The ability to communicate in a prompt, friendly, and professional manner is essential to creating the right impression and getting your message across. This course will enable delegates to develop, or refresh the techniques, and skills required to make and take calls effectivley. They will learn and practice methods for giving and receiving information logically and clearly, building rapport, and dealing with difficult callers. Role-play will be used with real life examples to ensure the course is relevent and applicable.

Delivery:	Classroom
Regions:	The West Midlands
Category:	Telephone Skills

COURSE OBJECTIVES


Create the right impression of yourself and your company, and present an image of total customer care.

Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.

Handle calls in a structured way, project professionalism in words and voice and speak with clarity.

Manage difficult and aggressive customers and resolve problems successfully.

Ask the right questions, LISTEN, and deal with enquiries, messages and complaints effectively.

Close calls by summarising outcomes and agreed actions with the caller and by recording details.


COURSE DESIGNED FOR


All staff who need to communicate in a confident, effeicient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centres and help desks, and those in a team secretary role.


COURSE CONTENT


Creating a Professional Image Over the Telephone ~


Understanding how customers form their impression

First and lasting impressions - getting it right

Handling the key stages of the call - achieving seamless service

Sounding professional and confident

What not to say - avoiding the image-wreckers


Improving Your Telephone Communication Skills ~


Developing your telephone voice

Techniques to aid clear speaking - articulation, assimilation,rate, pace, inflection

Examining the difference between hearing and listening

Supportive techniques to enhance listening skills - showing empathy and clarifying understanding

Examining techniques - being Courteous, Clear, Colourful, Concise, Consistent, Correct and Communicative


Controlling the Telephone Process Confidently ~


Making and taking calls - the do's and don'ts

Being prepared and beginning the call

How to sound confident and helpful - building rapport

Dealing with enquiries - getting the facts and controlling the call

Ending the call


Handling Problems, Upset Callers and Difficult Customers ~


Developing flexibility - handling every call effectively

Handling complaints and demanding customers - maintaining a positive approach

Resolving problems - identifying a process


Dealing with Phone-rage - Handling Anxiety ~


Identifying causes - building your confidence on the telephone

Developing techniques to overcome anxiety


Personal Development - Putting it All Together ~


Integrating attitudes and behaviours for effective techniques

Refining your telephone manner - developing a welcoming style

Formulating a personal action plan