Essential Telephone Techniques Training

The Essential Telephone Techniques Course lasts for one day. Telephone calls allows you to interact with people over a long distance, saving you time and money. It is worth learning all the different techniques and methods. When making a phone conversation more efficient, one needs to understand how they should keep their tone when speaking to customers. This course will help you understand the difference the tone of one’s voice can make when having a conversation.

There are no prerequisites for this course.

Telephone Techniques Training is suitable for anyone who has to speak with customers over the phone.

The primary aims of the course are:

• Deal with customer enquiries in a particular manner
• Understand customer care issues
• Use Effective Call Greetings as a Caller and Receiver
• Managing Difficult Calls

• To use the phone as an effective communication tool
• How to maintain a professional image of the organisation
• Improve productivity via useful telephone techniques
• Understand how to improve communication techniques

The Essential Telephone Techniques course will cover the following topics:

Overview of Essential Telephone Techniques

• Overview of Service Excellence
• Service Memorable
• Accomplishing Excellence
• The difference between good and bad service

First and Last Impression

• Understanding the importance of the first and last impression
• Stages of a Call

Manage Difficult Situation

• Handling Complaints
• The Angry Customer
• Solution to Customer Problems

Handling an Incoming Call

• Good and Poor statements on the call
• Sincerely transferring calls
• Taking a message

Communication Skills

• Overview of Communication Skills
• Trait Theory of Communication
• Principles of Communication
• Building Rapport
• Communication Types

Telephone Skills

• Telephone Techniques Self Diagnostic
• Transfer a Call
• Using Inappropriate Language
• Good and Poor Telephone Communicator
• Successful Mobile Communicators

About Listening Skills

• Listening Skills
• Methods of Listening
• Strategies for Effective Listening techniques
• Trade with Negative Feedback
• Rules of Negotiation

Handling Objection

• All About Objection
• Types of Objection
• Essential Model for Objection Handling

Identifying the importance of your Voice

• Power, Pitch, Pronunciation
• Variation

Typical Monitoring Checklist

• Recognise How to Use the Monitoring Checklist
• Different Roles of Standard Monitoring Checklist
• Building Trust and Rapport

Influencing Skills

• Methods of Influential
• Influencing Strategies

Deal with Annoyance

• Dealing with irritating People

Handling Behavior

• Acceptable Behavior
• Inappropriate Behavior
• Acceptable Behavior VS Inappropriate Behavior
• Effective Questioning Techniques
• About Open Question and Close Question
• Using TED Techniques for Open Questions