Course Details

 

Dynamic Telephone Techniques

The telephone has become one of the most important business communication tools. However, it can also be one of the most damaging tools if used incorrectly.

This highly practical 1-day course will provide you with the knowledge and skills required to ensure that all customers and the general public are assured of your organisation's best attention and friendly service during any telephonic conversation. You will learn professional telephone etiquette and presentation, as well as simple techniques on conducting telephonic business in an effective, efficient manner.

Excellent - world class - B. Kolobe - Sasol Oil  

Thank you to Corporate Training Specialists for a wonderful course. The faciltator was great, now I understand why Corporate Training Specialists is the best!" - D Janse van Rensburg - Outsource Marketing

Keep us the excellence - R. Williams - Coca Cola

Very useful and comprehensive. - M Ntlhane - Coronation Hospital

The course related to everyday problems and how to overcome them. It helped improve my skills. H. Engelbrecht - Form-Scaff

I learned more than I expected to.  The telephone etiquette I found extremely useful. M Govindjee- National Data Systems 

The course was highly informative.  Good participation. Corporate Training Specialists really pride themselves in their presenters. Excellent. Thank you. - S. Bowes - Cellphones Direct

The course went beyond what I expected. - R. Moodley - De Beers Consolidated Mines

I enjoyed it tremendously - H. van Dyk - Truter and Wessels

One of the Best! - Tracey Jerome - De Beers Consolidated Mines

 

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Dynamic Telephone Techniques

As a company representative, every person in your organisation who speaks to an existing or potential customer over the telephone is creating a certain image of your company in the mind of that customer. If a call is handled unprofessionally or inefficiently, it only costs your company money, while a professionally handled call could generate income for your business. It is therefore vital to ensure that all calls are dealt with professionally and results in outstanding customer care.

This intensive and highly practical 1-day course will provide you with the knowledge and skills required to ensure that all customers and the general public are assured of your organisation's best attention and friendly service during any telephonic conversation. You will learn professional telephone etiquette and presentation, as well as simple techniques on conducting telephonic business in an effective, efficient manner.

Course Outline

Using professional telephone manner

  • Ensuring that you sound warm and friendly
  • Identifying yourself and the caller using the appropriate speech tempo and tone of voice
  • Speaking clearly and energetically

Learning business telephone etiquette

  • Placing the caller on hold or transferring the call
  • Accepting a transferred call
  • Taking clear and comprehensive messages

Applying simple techniques to make the caller feel valued

  • Making realistic promises - and keeping them
  • Understanding the value of positive responses and using them appropriately
  • Learning to listen actively
  • Double-checking to see if you really understand the caller's request
  • Making sure that the caller is completely satisfied before terminating the call

Projecting a positive attitude

  • Taking command of the situation and politely steering the conversation
  • Confidently dealing with queries
  • Encouraging the caller to trust you

Dealing with difficult callers and situations

  • Remaining calm regardless of what the caller says
  • Solving the problem by concentrating on the facts
  • Defusing aggressive or irate callers

Asserting yourself without being rude

  • Refusing requests politely, yet effectively
  • Providing valid reasons for your refusal
  • Suggesting alternative solutions to the problem

Ensuring that your calls are short and efficient

  • Limiting the conversation to relevant information
  • Conclude a conversation without offending the caller
  • Dealing with callers who refuse to hang up

Who should attend?

This course will be beneficial to all employees in your organisation. It will be of particular interest to :

  • Receptionists and Telephonists
  • Secretaries and Personal Assistants
  • Call Centre Operators
  • Telesales and other sales staff
  • Customer Service Staff
  • Other frontline personnel
 

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