Professional Telephone Skills Training Course

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 1
Providing 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 2
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
Professional Telephone Skills Training Course - Lesson 3
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
Professional Telephone Skills Training Course - Lesson 4
Handling Barriers Over The Phone
Managing the 5 Barriers
Words That Must Never Be Used
Reflection
Professional Telephone Skills Training Course - Lesson 5
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
Professional Telephone Skills Training Course - Lesson 6
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
Professional Telephone Skills Training Course - Lesson 7
Prepare Yourself
Planning Phone Calls
Check Your Ringtone
Transferring Calls
Asking a Client to Hold
Taking Messages
Reflection
Professional Telephone Skills Training Course - Lesson 8
Reception Tips
Serving Clients at the Reception: The Dos
Serving Clients at the Reception: The Don’ts
Reflection
Professional Telephone Skills Training Course - Lesson 9
Professional 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 10
Reflections
Create an Action Plan
Accountability = Action