20. February 2020 - 9:00 till 16:30
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Professional Telephone Skills Training Course | PD Training | Thursday, 20. February 2020

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.
This practical and engaging professional development training course is available now throughout New Zealand, including Auckland, Christchurch and Wellington.
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 1Providing 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 2Your 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 3Gaining 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 4Handling Barriers Over The Phone

Managing the 5 Barriers
Words That Must Never Be Used
Reflection




Professional Telephone Skills Training Course - Lesson 5Effective 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 6Irate 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 7Prepare Yourself

Planning Phone Calls
Check Your Ringtone
Transferring Calls
Asking a Client to Hold
Taking Messages
Reflection


Professional Telephone Skills Training Course - Lesson 8Reception Tips

Serving Clients at the Reception: The Dos
Serving Clients at the Reception: The Don’ts
Reflection




Professional Telephone Skills Training Course - Lesson 9Professional 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 10Reflections

Create an Action Plan
Accountability = Action