Professional Telephone Skills

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Duration: 1 Day Overview: Strengthen and build telephone communication skills so that the opportunities arising from inquiries, service and sales calls are maximised. Target Audience: This workshop is designed specifically for those who are on the front line, those who are the main interface between the organisation and their clients or public. Those who have recently benefited include: Switchboard Operators, Secretaries, Administration Assistants, 'Help Desk' Operators, Receptionists, Office Assistants & Sales Administrators. Key Participant Benefits: Helps individuals gain self confidence to engage caller and determine their needs accurately Provides skills to take control of the development of the call through empathy and good listening skills Learn to anticipate problems, take ownership and resolve issues before they escalate Focuses on voice, clarity, tone and use of positive language to be more effective Key Business Benefits Often the first impression that a customer has of the organisation and therefore, it represents an important first point-of-contact Presents a better, more professional business image to customers both internal and external Boosts productivity by quicker facilitation of the customers’ needs Retains potentially unhappy customers by taking ownership of issues until resolved At Course Completion: After successfully completing this course, students will have learnt how to: Maximise sales and service opportunities Cope effectively with a busy switchboard and heavy call traffic Project a confident and professional image Deal with difficult calls skilfully and create positive results from complaints Offer exceptional service to all your callers Outline: Expand All Lesson 1: Making a Good First Impression How to greet callers Hidden attitudes that can be heard Establishing rapport Using positive language Lesson 2: Telephone Etiquette - Do's and Dont's Good telephone etiquette Screening calls without offending Effective message taking Avoiding telephone tag Using answering services and voice mail effectively Lesson 3: Why Are They Calling? Defining the purpose of the call Keeping calls short and sweet - without rushing Helping callers identify what they want Specific Communication Skills Using your voice to your advantage Listening and questioning techniques Lesson 4: Dealing with Distractions How to deal with interruptions Keeping your own work on track How to prioritise and manage your different roles Lesson 5: Handling Difficult Situations Identifying and understanding reasons for difficult communications Anticipating problems and finding solutions Managing emotions and defusing stressful situations Developing self-confidence