Professional Telephone Skills Training Course
Details
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.
Outline
Providing Effective Client Service
- Welcome
- The Ten Commandments of Good Business
- What Makes An Effective Client Communicator?
- The Seven Deadly Sins of Service
- Reflection
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
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
Handling Barriers Over The Phone
- Managing the 5 Barriers
- Words That Must Never Be Used
- Reflection
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
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
Prepare Yourself
- Planning Phone Calls
- Check Your Ringtone
- Transferring Calls
- Asking a Client to Hold
- Taking Messages
- Reflection
Reception Tips
- Serving Clients at the Reception: The Dos
- Serving Clients at the Reception: The Don’ts
- Reflection
Professional Voicemail Messages
- What to Include in a Voicemail Message?
- Customised Messages for Different Callers
- Closed Greeting
- Internal Greeting
- Practice, Practice, Practice
- Reflection
Reflections
- Create an Action Plan
- Accountability = Action
Welcome to pd training, we are an Australian-owned international training and professional services organisation. We have around 400 specialist trainers across Australia delivering thousands of courses each year in our 16 areas of specialty.
We provide industry-leading post course reinforcement, a training management system, world-class Personality Profiling, and support custom training roll outs across Australia and the world.
Professional Development Training provides Australia's leading and most comprehensive training solution. Learners receive our exclusive industry-leading post course reinforcement framework to help them beat the forgetting curve, and make the most of the training.
Management receive a range of benefits including a training management system that makes quoting, booking and reporting on training easier and faster than ever before.
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