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. The way you use tone and words to continuously engage and manage your prospects on the telephone has critical implications for 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, Receptionists, Sales Personnel and all other telephone-handling staff
Programme Fee
₦ ####### Per Participant.
Group pricing is also available
Duration
1 Day
Modules can be adjusted to fit your specific training needs and timing
Training Modules
Module 1: Analysing the Telephone Option
- ① Why Telephone: its major benefit, its major drawback
- ② Importance of professional telephone techniques to the business
- ③ Benefits of professional telephone etiquette
- ④ The Call Structure
Module 2: Telephone communication challenges
- ① The challenges of telephone communication
- ② Role of non-verbal communication
- ③ Creating a powerful first impression
Module 3: Answering the telephone
- ① Telephone guidelines when handling a call
- ② The verbal handshake and the Voice Factor
Module 4: Communication skills to handle enquiries
- ① Effective listening techniques
- ② Questioning techniques
- ③ Recording information
- ④ Gaining clarity of information
- ⑤ Courteous Communication
- ⑥ Using positive language and taking ownership of the call
- ⑦ Managing Call Time
- ⑧ General Telephone Etiquette
Module 5: Handling customer concerns and objections
- ① Pre-empting customers’ most frequent concerns
- ② Responding to customer concerns and objections
- ③ De-Escalating Client’s Anger
Learning Outcomes
At the end of this Training Program, participants would be able to:
- ① Explain the crucial part telephone operations hold in an organisation
- ② Highlight the different challenges associated with telephone and proffer solutions to them
- ③ Explain the structure of an effective business telephone conversation
- ④ Discuss the impact of non-verbal communication on telephone conversations
- ⑤ Identify the techniques that make listening effective
- ⑥ Discuss potent questioning techniques that would ensure customer satisfaction over the telephone
- ⑦ Handle the customer’s objection over the phone
- ⑧ Show empathy over the phone
- ⑨ De-Escalate anger and manage irate customers
Contact us for this in-plant training
- Address : First Floor, Front Wing, No. 19 Town Planning Way, Airtel Bus Stop, Ilupeju Anthony, Lagos.
- Phone : +234 809 630 3933 and +234 809 087 3207
- Email : ask@pausefactory.org
