- Duration: 2 days
Course overview
Most telephone behavior that is perceived as disrespectful, discourteous or abrasive is unintentional and could have been avoided by practicing good manners or etiquette. Telephone etiquette is about presenting oneself with the kind of polish that represent both the individual and the organization in a serious manner. Additionally, telephone etiquette is about being comfortable talking to people and making them feel comfortable talking to you! A competent person on the other end of the telephone give customers confidence and conviction through professional and knowledgeable conversations which can lead to a successful relationship building and problem solving. Mastery of the telephone etiquette process is vital for individual and organizational worth as well as driving business growth.
Telephone Etiquette is a straightforward and practical approach that provides a drastic increase in the quality and delivery of verbal communications through personal behavior in and out of the workplace. This program takes a holistic view of telephone etiquette and introduce participants to the knowledge, skills and attitude required to behave effectively and confidently in telecommunications.
The program is well researched, knowledge-based and designed with the individual at the center of the learning process, which makes it extremely interactive and practical.
Course Learning Outcomes
At the end of this course the participants will be able to:
• Understand key telephone etiquette and communication skills
• Understand how to properly manage telephone conversations
• Understand how receivers of information conveys the information received
• Understand how to manage difficult customers over the telephone
• Understand how to design, develop and deliver professional script
• Develop appropriate vocal through practical hands-on delivery
• Produce positive impact on the overall performance of the organization through proper
communications.
Course content
Day 1
TELEPHONE ETIQUETTE
• What is telephone etiquette
• Why is telephone etiquette important to your business (perception versus reality
Telephone Skills
• Rules and boundaries to perfect your telephone skills
• Words that work- It’s not what you say it’s how you say it!
• Telephone conversation management
• Opening and closing your telephone conversation
• AIDA (Attention Interest Desire Action)
• Encouraging the customer to listen
• Effective telephone communication techniques
• Measuring your approach to telephone etiquette
• Sustaining and maintaining telephone etiquette
Effective Script Writing
• Design and deliver a script that works
Managing Difficult Clients
• Managing difficult clients
• Response to positive and negative words and phone behaviour
• How to turn a negative client into a positive outcome
• Encouraging and engaging the customer
Voice, Vocal and Volume
• Delivering a script that will be heard and understood
• Voice, Vocal and volume – practical hands-on delivery
• Practice and preparation for Day 2 – Fine tuning of script
Day 2
PRACTICE MAKES PERFECT
•Review
•Key learning points from day 1
Role-play
• The following activities are designed with the learner and learner’s workplace in mind which means that they are participative will be in your world and experiential; each activity is closed with team and professional trainer feedback:
Telephone Script
• Objective: Deliver a telephone script that captures the response required from the client Managing Difficult Clients
• Objective: Identify negative responses and how to turn the customer around to a positive feeling and reaction
Developing the Client Relationship
• Objective: Determine lessons learnt from real-life scenarios back in the workplace and how
these can be used to develop client relationships
Telephone Etiquette Consistence
• Objective: Determine a consistent and standardized approach
Telephone Etiquette Excellence
Target audience
Staff at all levels in the organization that want to improve their telephone etiquette competency so they can get the very best results from their telephone conversations in pursuit best customer satisfaction and the organization’s goals through telephone service excellence.
Training Methodology
State-of-the-art business facilitation methods are transferred by means of short, focused presentations which are followed by experiential learning workshop sessions. In these sessions, the knowledge gained is applied to real-world examples and case studies. Rapid learning of the methods and techniques is achieved by means of group work, individual work, participant discussion, facilitator interaction and constructive feedback.
WHY STUDY WITH US?
Diamond Training Institute give you the opportunity to further your education and acquire the knowledge and skills that are relevant in the workplace.
ON-TRACK FOR GROWTH
The individual leaves this course with a Personal Action Plan to encourage immediate transfer of training to the job.
EVALUATION TO ENSURE CONSISTENT QUALITY
All our courses are evaluated at Kirkpatrick’s Reaction and Learning levels as part of our quality control process.
Download Course Outline Here
