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Professional Telephone Skills Training Course

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Professional Telephone Skills Training Course


In today's fast-paced business environment in New Zealand, effective communication is the key to success.  So, the telephone etiquette displayed by your organisational staff is indicative of their willingness and ability to assist customers professionally and efficiently.

The PD Training Professional Telephone Skills course teaches you fundamental communication skills like how to project professionalism over the phone, how to gain client confidence quickly, how to improve your "phone" voice, how to handle irate customers, tips for handling a busy reception line and much more.

Learning Outcomes


Learn how to provide effective client service over the phone

Project a professional image over the phone

Master a professional, effective & reassuring telephone voice

Gain client's trust using proven communication techniques

Learn to question effectively over the phone

Master proven techniques to manage irate customers professionally

Learn tips for handling a busy reception

Phrase more effectively for positive and clearer communication

Establish the right words for unambiguous, positive & productive communication


Course Outline




Professional Telephone Skills Training Course - Lesson 1 Providing Effective Client Service 


Welcome

The Ten Commandments of Good Business

What Makes An Effective Client Communicator?

The Seven Deadly Sins of Service

Reflection



Professional Telephone Skills Training Course - Lesson 2 Your Personality/Your Telephone Voice 


LDP Review – Communication Evolution Tool

The Communication Model

The ABCDE (Five Qualities) of a Good Telephone Voice

Your Welcome – Should HAIL

Voice Modulation – The 6 P’s to Para verbal Communication

Reflection





Professional Telephone Skills Training Course - Lesson 3 Gaining Your Client’s Trust 


You never get a second chance to make a good first impression

Create a Positive First Impression:

4 Key Parts to your Phone Greeting

Put Your Clients at Ease with Positive Language

Show Urgency

Getting to the Point Quickly - Saying Too Much

Ending a Call Politely and Professionally

Put it into Practice

Reflection



Professional Telephone Skills Training Course - Lesson 4 Handling Barriers Over The Phone 


Managing the 5 Barriers

Words That Must Never Be Used

Reflection





Professional Telephone Skills Training Course - Lesson 5 Effective Questioning 


WIIFM

Good Questioning Techniques

Ask yourself the following 5

Open and Closed Questions

Clarifying Questions

Seek Satisfaction/Understanding

Questions to Keep Control of the Call

Arrange When You Will Call Them Back

Reflection



Professional Telephone Skills Training Course - Lesson 6 Irate Clients 


How to Deal with Angry Clients

The Challenge of Angry Clients

Do Not Allow Negative Emotions to Affect You

High Emotion – Low Intelligence

Use the HEAT to Defuse an Irate Client

Reflection





Professional Telephone Skills Training Course - Lesson 7 Prepare Yourself 


Planning Phone Calls

Check Your Ringtone

Transferring Calls

Asking a Client to Hold

Taking Messages

Reflection



Professional Telephone Skills Training Course - Lesson 8 Reception Tips 


Serving Clients at the Reception: The Dos

Serving Clients at the Reception: The Don’ts

Reflection





Professional Telephone Skills Training Course - Lesson 9 Professional Voicemail Messages 


What to Include in a Voicemail Message?

Customised Messages for Different Callers

Closed Greeting

Internal Greeting

Practice, Practice, Practice

Reflection



Professional Telephone Skills Training Course - Lesson 10 Reflections 


Create an Action Plan

Accountability = Action




Ticket Information Ticket Price
Course NZD 695



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