Professional Telephone Communication
Nearly everyone in an organisation uses the telephone to communicate to customers and exceptional telephone skills will set your organisation apart. Most people rely upon their own personal definitions of appropriateness when it comes to telephone professionalism. We will outline the essential elements of a successful conversation and give your team the skills to satisfy and impress every customer. We will give your team the skills to shine.
The focus will be on developing consistency and applying core standards to every call, even those that are difficult to handle. Get your team really listening and communicating clearly, calmly and consistently over the telephone. Every conversation is a reflection of your business and an opportunity to satisfy and delight your customers.
Course Content
- Telephone consistency and standardization – setting the foundation for your organization
- Maximizing your voice to establish professionalism, trust and rapport via the telephone
- Using technology to enhance your customer’s experience not diminish it. A look at cell phones, answer phones, emails, faxes and other supporting technology
- Difficult telephone scenarios; the most common will be discussed (angry people, language barriers and wafflers)
- Measuring your telephone performance, a look at how you can ensure your telephone manner stays sharp
- Communication compensations, how to enhance your verbal and vocal communication to compensate for a loss of 55% of communication in the visual arena
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