Overview
In today's fast-paced business environment in New Zealand, effective communication is the key to success. So, the telephone etiquette displayed by your organisational staff is indicative of their willingness and ability to assist customers professionally and efficiently.
The PD Training Professional Telephone Skills course teaches you fundamental communication skills like how to project professionalism over the phone, how to gain client confidence quickly, how to improve your "phone" voice, how to handle irate customers, tips for handling a busy reception line and much more.
Who should attend
This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.
Prerequisites
There are no prerequisites for this course.
What you'll learn
In 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 content
The Telephone Skills Training course in New Zealand will provide your staff with the awareness and skills they need to handle phone calls with a higher level of professionalism. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation.
The skills and the attitude projected by staff over the telephone form a lasting impression in the minds of any organisation's customers, making them a critical customer 'touch point'.
Today virtual teams are the norm rather than the exception, and one of their primary channels of communication is the telephone. Hence, it is imperative for virtual employees to also have a good understanding of business telephone etiquette in order to provide efficient information exchange.
After completing this course, participants will have learned to:
Topic 1: Providing Effective Client Service
- Welcome
- The Ten Commandments of Good Business
- What Makes An Effective Client Communicator?
- The Seven Deadly Sins of Service
- Reflection
Topic 2: Your Personality/Your Telephone Voice
- REACH Review – Communication Evolution Tool
- The Communication Model
- The ABCDE (Five Qualities) of a Good Telephone Voice
- Your Welcome – Should HAIL
- Voice Modulation – The 6 P’s to Para verbal Communication
- Reflection
Topic 3: Gaining Your Client’s Trust
- You Never Get a Second Chance to Make a Good First Impression
- Create a Positive First Impression:
- 4 Key Parts to Your Phone Greeting
- Put Your Clients at Ease with Positive Language
- Show Urgency
- Getting to the Point Quickly - Saying Too Much
- Ending a Call Politely and Professionally
- Put It Into Practice
- Reflection
Topic 4: Handling Barriers Over The Phone
- Managing the 5 Barriers
- Words That Must Never Be Used
- Reflection
Topic 5: Effective Questioning
- WIIFM
- Good Questioning Techniques
- Ask Yourself the Following 5
- Open and Closed Questions
- Clarifying Questions
- Seek Satisfaction/Understanding
- Questions to Keep Control of the Call
- Arrange When You Will Call Them Back
- Reflection
Topic 6: Irate Clients
- How to Deal with Angry Clients
- The Challenge of Angry Clients
- Do Not Allow Negative Emotions to Affect You
- High Emotion – Low Intelligence
- Use the HEAT to Defuse an Irate Client
- Reflection
Topic 7: Prepare Yourself
- Planning Phone Calls
- Check Your Ringtone
- Transferring Calls
- Asking a Client to Hold
- Taking Messages
- Reflection
Topic 8: Reception Tips
- Serving Clients at the Reception: The Dos
- Serving Clients at the Reception: The Don’ts
- Reflection
Topic 9: Professional Voicemail Messages
- What to Include in a Voicemail Message?
- Customised Messages for Different Callers
- Closed Greeting
- Internal Greeting
- Practice, Practice, Practice
- Reflection
Topic 10: Reflections
- Create an Action Plan
- Accountability = Action
Common questions
When does Professional Telephone Skills run?
There are no scheduled dates for this course at the moment. Get in touch and we'll let you know when the next one is set, or arrange it for your team.
How much does Professional Telephone Skills cost?
From $750 + GST per person. Pricing can differ by date and location, so check the option you want before booking.
Do I need any prior experience?
There are no prerequisites for this course.
Can I attend online, or does it have to be in a classroom?
This one runs in-class. If you'd rather it ran online or at your workplace, get in touch and we'll look at options.
Can you run this course for my team?
Yes. Any ACE course can be delivered in-house at your workplace and tailored to your team's tools and goals — quote course code PDT0020 when you enquire.