Telephone Techniques

Duration

1 day

What is this course about?

The importance of dealing effectively with phone calls can never be underestimated. Some clients both internal and external will only ever contact your organisation via the telephone. For this reason it is essential that all members of staff are seen to have a good telephone manner and deal with calls in an efficient and professional, yet friendly way.

Who would benefit?

Anyone wishing to enhance and improve their telephone techniques.

Objectives

At the end of the course delegates will be able to:

• Create a confident personalised service on the phone
• Identify the key stages of a call and the best code of practice
• Make a good first impression
• Build rapport
• Project professionalism by what you say and how you say it
• Ask the right questions to guide and control the call
• Handle complaints and difficult situations confidently

Key topics covered

1. Creating a professional image on the phone

• Telephone communication and your company image
• Callers' service expectations
• The advantages / disadvantages of telephone communication

2. Key stages of the call

• Approaching a call confidently
• The importance of first and lasting impressions
• Building rapport - 'setting the scene'
• Best Codes of Practice - creating seamless service

3. Sounding professional

• Using your voice effectively
• 'Image wrecker' phrases, and how to make them positive

4. Controllong the call and getting the facts

• Showing you're listening
• Using the right questions to gain information
• The importance of clarifying and checkback
• Dealing with the 'waffler', 'long-winded' or repetitive caller

5. Managing more difficult situations

• Sustaining professionalism
• Handling complaints and dissatisfaction
• Screening calls