Telephone Etiquette and Techniques

Course Objectives

 After the workshop, you will be able to: determine how callers measure your service and what it takes for you to do your job professionally demonstrate the 2Vs to project a professional image of yourself and enhance the caller's confidence in you use the appropriate phrases in a telephone call apply the techniques to handle various difficult caller situations demonstrate proper telephone etiquettes to enhance your image and that of your organisation

Course Content

 1) Customer Service Basics - Understand what it takes to do your job professionally - Service as defined by customers 2) You As The Communicator - Managing your voice - Use professional service language - Use of questions - Use of empathic listening - levels of listening 3) The Structure of a Telephone Call - The phases of a telephone call 4) Develop Telephone Etiquette to Project a Professional Image - Projecting yourself - Put customer on hold - Making an outgoing call - Terminating a call 5) Techniques in Handling Different Difficult Situations - The approach to dealing with angry callers - Ways to interrupt a talkative caller to refocus him/her on the issue - The different methods of saying "No" when it is just not possible to accede to their requests - Ways to get callers to work with you towards your proposed solutions - Role Play

Funding

Additional Info

Course Funding Period : 07 Jun 2020 To 31 Dec 2024

Course Code : TGS-2017500137