Professional Telephone Techniques to Engage Customers (14 hrs)

Course Code: CX-PTTT-05

Great telephone etiquette goes beyond a good voice and well-chosen words. It is a learned behaviour and speech pattern that includes having a positive service attitude, empathy and skills in listening, questioning and negotiation. This course equips participants with the basic skills necessary to project a professional image of themselves and the organisation over the telephone.

  • Recognise the importance of managing the “Moment of Truth” and telephone etiquette
  • Acquire a set of guidelines for telephone transactions
  • Apply service language and positive tonality to gain and maintain customer’s attention
  • Identify the different stages of telephonic transaction
  • Explore a set of listening techniques for improved understanding
  • Leaving a positive impression at the end of a conversation
  • Handle complaint situations

Moment of Truth

  • Impact of telephone etiquette on service
  • Good vs bad telephone etiquette

Mindset of the Messenger

  • ASK: Attitude-Skill-Knowledge
  • Positive self-talk
  • Do’s and Don’ts on telephone conversations

Modulation over the telephone

  • How meaning is conveyed
  • Components of your voice
  • Word stress and intonation

Message

  • Power of your words
  • Use of service language

Method

  • Information, problem-solving, selling
  • 5 stages of a telephone call
    – Open: Greeting
    – Listen: Contents, Feelings, Responding
    – Pinpoint: Questioning techniques
    – Activate: Routine and complaint situations
    – Close: Thanking

Participants will learn through case studies, role plays, video, and audio recordings.

This course is suitable for receptionists / service support personnel who handle customers over the telephone and anyone who needs to foster good telephone etiquette to project a professional image over the telephone.

Duration : 2 days (14 hrs)
Time : 9:00am – 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

Key Benefits
  • Recognise the importance of managing the “Moment of Truth” and telephone etiquette
  • Acquire a set of guidelines for telephone transactions
  • Apply service language and positive tonality to gain and maintain customer’s attention
  • Identify the different stages of telephonic transaction
  • Explore a set of listening techniques for improved understanding
  • Leaving a positive impression at the end of a conversation
  • Handle complaint situations
Course Contents

Moment of Truth

  • Impact of telephone etiquette on service
  • Good vs bad telephone etiquette

Mindset of the Messenger

  • ASK: Attitude-Skill-Knowledge
  • Positive self-talk
  • Do’s and Don’ts on telephone conversations

Modulation over the telephone

  • How meaning is conveyed
  • Components of your voice
  • Word stress and intonation

Message

  • Power of your words
  • Use of service language

Method

  • Information, problem-solving, selling
  • 5 stages of a telephone call
    – Open: Greeting
    – Listen: Contents, Feelings, Responding
    – Pinpoint: Questioning techniques
    – Activate: Routine and complaint situations
    – Close: Thanking
Learning Methodology

Participants will learn through case studies, role plays, video, and audio recordings.

Who Should Attend

This course is suitable for receptionists / service support personnel who handle customers over the telephone and anyone who needs to foster good telephone etiquette to project a professional image over the telephone.

Course Details

Duration : 2 days (14 hrs)
Time : 9:00am – 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

Course Application

Details Registration
March 16, 2020 - March 17, 2020 (9:00 am - 5:00 pm) Closed
October 5, 2020 - October 6, 2020 (9:00 am - 5:00 pm) Register Now