Telephone Techniques

Good telephone techniques are essential for any business that communicates with customers, suppliers, or partners over the phone. The way a business handles phone calls can create a positive or negative impression of its professionalism, competence, and customer service. Good telephone techniques include answering the phone promptly and politely, using clear and courteous language, listening actively and empathetically, confirming and clarifying information, handling complaints or problems effectively, and ending the call on a friendly note. By using good telephone techniques, a business can build trust and rapport with its callers, enhance its reputation and brand image, and increase customer loyalty and satisfaction.

Our Telephone Techniques course is designed to provide delegates with the insight, understanding and skills required by them to become effective and efficient in both “in-bound” and “out-bound” telephone communication.

 WHO SHOULD ATTEND

• Switchboard operators, Receptionists and frontline staff
• Sales and customer service staff at all levels
• Credit controllers and collections staff

 HOW YOU WILL BENEFIT

• Learn to distinguish between professional and casual communication
• Understand how your body language influences and can improve your telephone voice
• Be more professional and efficient
• Learn to ask relevant questions to gain insight into customer needs
• Understand the importance of confidentiality
• Gain skills in all aspects of telephonic communication from answering a call, to transferring calls, to message taking.
• Practise interacting with difficult customers and how to distinguish between a difficult customer and an abusive customer

WHAT WILL BE COVERED

• Learning switchboard techniques and principles 
• Understanding telephone etiquette and body language
• How to prepare for outgoing phone calls
• Processing incoming and outgoing calls professionally and efficiently
• The protocols for transferring calls, placing callers on hold and message taking
• Learning to ask questions that will assist and direct callers
• Creating the right impression to internal and external customers
• How to manage an upset or angry caller
• How to behave towards abusive callers  

  You can view all our courses HERE