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
₦ #### Call or Chat +2348096303933 or send a mail to ask@pausefactory.org
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
