Telephone Techniques

Learning Objectives:           

• State Key Tactics in Managing Telephone
• Essential Telephone Techniques
• Apply Assertive Communication Skills
• Dealing With Difficult Callers

Learning Outcomes:

Participants completing the course will be able to:

• State the need to create a good first impression when the customer calls.
• Identify barriers in using the phone to deliver excellent service to the customers.
• Develop professional telephone skills.
• Apply assertive communication skills when referring phone calls.
• Handle difficult callers effectively.

Outline:

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
• End your Great Impression
• Ending a Call Politely and Professionally

Prepare Yourself

• Professional Handling of Incoming Calls
• Transferring Calls
• Taking Messages

Effective Questioning

• Questioning Techniques
• Open and Closed Questions
• Questions to keep Control of the Call
• Telephone Techniques

Irate Clients

• The Challenge of Irate Clients
• How to Defuse Irate Clients

Lesson Review