About this Course

Good telephone skills and etiquette go beyond just sounding good and using the right words. After all both ‘what you say’ and ‘how you say it’ build the professional image of an organisation.

This service-oriented workshop encompasses good listening techniques, asking appropriate questions and developing basic telephone etiquette skills. This workshop will also benefit anyone who is keen on projecting a professional image at the workplace.

Objectives

Upon completion of this workshop, participants will be able to;

• Appreciate how telephone etiquette contributes to a positive image for the company
  
• Analyse the strengths and weaknesses of your voice
  
• Have a standard format for consistency and professionalism over the phone
  
• Derive guidelines for handling phone conversations where the other party is angry, passive, talkative or demanding
  

Target Audience

Administrative, Sales Support Staff and Executives who need to develop their telephone skills.

Duration

One day

Curriculum

Elements of Telephone Etiquette

• Understanding the formula for customer service
  
• Projecting a professional Image
  
• Standard format for consistency and professionalism
  
• An outcome-first attitude
  
• Barriers to phone communication
  
• Powerful telephone techniques and strategies
  
• Techniques for negotiating objections and resistance
  
• Active listening and pinpointing
  
• Closing the tele-conversation effectively
  

Effective Communication

• The strengths and weaknesses of your voice
  
• Approaches to communicating — active and passive voice, direct and indirect
  
• Understanding and using tone effectively
  

Dealing with Different Caller Types

• Phrases to use to handle difficult callers
  
• Communicating to suit different caller profiles using caller analysis
  

Methodologies

Interactive methodology such as role-plays and case studies will be employed to provide participants with opportunities for skills practice.

• Lecturing
  
• Group Discussion/Brainstorming
  
• Case Studies
  
• Self-Analysis/Critique Session
  
• Learning from a Partner
  
• Interactive Exercises
  

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