Details
Fact: 88% of your customers who stop using your services or products do so because of perceived employee indifference or rudeness.
One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits. Your reputation for service depends on how well your staff handle incoming and outgoing calls. 87% of the message your customers receive on the telephone is through the tonality of the voice they hear. Only 13% of the message they hear are the words used.
Our “Telephone Etiquette” training helps your employees to develop and master the techniques that will enhance your company’s image.
This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.
Outline
SECTION 1: Telephone Etiquette & Answering Procedures
- Clear your mind
- Answer telephone promptly
- Be present with your caller
- Prepare your phone voice
- Offer your standard greeting
- Be prepared before you respond
SECTION 2: Processing Incoming & Outgoing Calls
- Placing Callers on Hold
- Transferring Calls
- Taking a Message
- Making a Call
SECTION 3: Communication & Communication Barriers
- What is a Skilled Communicator?
- Asking Questions
- Probing
- Listening Skills
- Barriers to Listening & Communication
- Active Listening Skills
SECTION 4: The Phonetic Alphabet
SECTION 5: Elements of Customer Service
- Quiz Time
- Pebble Demonstration
SECTION 6: Identifying Customers and Competitors
- Internal Customers
- External Customers
- Identifying Competitors
- The Competitive Edge
SECTION 7: Identifying & Meeting Customer Needs
- Understanding Needs and Expectations
- Benefits of Meeting Customer Needs
SECTION 8: Attitude
- Optimistic
- Objective
- Deliberate
- Determined
SECTION 9: Forbidden Phrases & Soft Language Skills
- Overcoming the Forbidden Phrases
- Converting Hard Language into Soft Language Skills
SECTION 10: Dealing With Challenges
- Daily Challenges
- Solutions
SECTION 11: Dealing With Problem Customers
- Step 1 - Listen
- Step 2 - Empathise
- Step 3 - Apologise
- Step 4 - Problem-Solve
Does your receptionist lack the professionalism that gets customers talking? Are your supervisors wasting endless time dealing with issues that should be dealt with more efficiently? Do your call centre staff lack the necessary skills to deal with problem customers? Are you struggling to keep up with your daily routine?
If you answered yes to any of these questions, then Palomino Training Solutions is the right choice for you.
- Choose from over 150 workshops which are specially designed for maximum interaction and learning. Delegates leave the workshops feeling inspired and motivated, equipped with a wealth of knowledge and hands-on tools.
- World class facilitators with a wealth of experience and knowledge
- You can send individual staff members to our open courses (public events) in Cape Town, Gauteng or KZN.
- We offer discounted rates for group on-site training and our facilitators will travel throughout South Africa to accommodate your specific requirements.
- Continued support with useful templates and worksheets
- Excellent rates for open courses as well as on-site training
- Excellent rates for our e-learning (online training)
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