PROGRAMME OVERVIEW

PROFESSIONAL TELEPHONE SKILLS

The Telephone made business easier and faster no doubt. The associated drawback however is the removal of the most important part of communication which is Body Language. What you do with tone and words to continuously engage and manage your prospects on the telephone has critical implications on your entire business.

This course has been designed to provide practical call handling training, teaching participants’ telephone techniques and skills to confidently answer calls, as well as how to constructively respond to customer telephone enquiries and handle customer complaints.

Who should attend

Customer Service Officers, Receptionist, Sales Personnel, and all other telephone handling staff

Programme Fee

₦ 50,000 Per Participant. Group pricing is also available

Duration

1 Day

Modules can be adjusted to fit your specific training need and timing

Learning Outcomes

At the end of this Training Program, participants would be able to:

  • Explain the crucial part telephone operations hold in an organization
  • Highlight the different challenges associated with telephone and profer solutions to them
  • Explain the structure of an effective business telephone conversation
  • Discuss the impact on non-verbal communication on telephone conversation
  • Identify the techniques that makes listening effective
  • Discuss potent questioning techniques that would ensure customer satisfaction over the telephone
  • Handle customer’s objection over the phone
  • Show empathy over the phone
  • De-Escalate anger and manage irate customers

Module 1: Analyzing the Telephone Option

  • Why Telephone; its major benefit, its major drawback
  • Importance of professional telephone techniques to the business
  • Benefits of professional telephone etiquette
  • The Call Structure

Module 2: Telephone communication challenges

  • The challenges of telephone communication
  • Role of non-verbal communication
  • Creating a powerful first impression

Module 3: Answering the telephone

  • Telephone guidelines when handling a call
  • The verbal handshake and the Voice Factor

Module 4: Communication skills to handle enquiries

  • Effective listening techniques
  • Questioning techniques
  • Recording information
  • Gaining clarity of information
  • Courteous Communication
  • Using positive language and taking ownership of call
  • Managing Call time
  • General Telephone Etiquette

Module 5: Handling customer concerns and objections

  • Pre-empting customers’ most frequent concerns
  • Responding to customer concerns and objections
  • De-Escalating Client’s Anger

A CROSS SECTION OF OUR CLIENTELE

Contact us for this in-plant training

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