Telephone Training
Do you feel confident you could control a really difficult caller professionally?
The first person a client speaks to is the most important person in your organisation! Most people have never been taught how to really use the telephone professionally and effectively. This telephone skills course teaches all those working with a telephone how to use active listening techniques to understand the customer's needs, how to control the conversation and diffuse anger and give the call direction with difficult callers.
What will delegates get out of the course?
- A professional and confident telephone manner
- Understanding of world-class, best-practice standards
- Skills to perfect your ‘telephone voice’
- Ability to control and guide the call professionally
- Image wreckers – what not to say!
- Be able to diffuse and handle difficult calls
Do you have confidence in dealing with difficult customer queries over the phone? Are you worried you might be relaying the wrong information to your clients over the phone? Are you concerned that you might not be presenting them with enough options?
Are you having difficulties in giving information over the phone, or are you having a hard time converting your phone interactions to positive results? Do you desire to make your phone interactions exceptional?
This course will provide you crucial information on how to perfect your professional telephone manner. It covers active listening skills so that you effectively tune into and understand your customer needs, it will teach you to control the call effectively and equip you with the ability to handle difficult customers over the phone.
The first person we speak to in an organisation is the most important person in the organisation.
There is a reason why people say that first impressions last a life time. More often than not, they do. A bad first impression however misguided or incorrect it may be can be extremely hard to recover from, particularly if you are a business with tough competitors who are giving great first impressions time and time again.
We all make snap judgements about people the second we meet them and meeting someone over the phone is no different. In the case of businesses we don’t judge the person we are talking to, we judge the business by the attitude, warmth and professionalism of their staff.
The very first person who answers the phone at your business is in many ways the most important person in your whole organisation, big or small. This person has the power to make or break the great first impression you want to make on each and every one of your clients. The very first words that are spoken can set the tone for the entire working relationship between your business and that client on the other end of the phone.
Think about it, are you making the right impression?
Telephone training is essential in any organisation from huge multi-million dollar corporations to small family run businesses because if you aren’t making your clients happy, your competitors will take over. The person who answers the phones is essentially the face of the company. They are the very first contact point, the front line, the warm voice there to offer assistance, guidance and professionalism. When your front line is untrained, inexperienced, unprofessional or even (and it certainly does happen) downright rude, your company is going to have to wear that reputation.
Correct telephone etiquette ensures you are making a great impression every time you answer the phone. Getting it right isn’t hard but it is often overlooked. Answering the phone quickly and above all politely and professionally is the only way to begin any business conversation. Think for a moment how you would like to be greeted when you are calling a business that you are interested in being a client/customer for... what would you expect?
Telephone training can impart skills to your front line staff to help them make the impression you want to give your clients. Making a best impression is not just about the greeting, it’s about how the entire call is handled from greeting to farewell. How does your staff handle difficult situations over the phone? What about a busy day when calls just keep coming in and they don’t feel like they have time to attend to all of them, does their etiquette start getting sloppy?
Excellent first impressions are made by people that are good at diffusing difficult calls, people who are in control of the call and who are warm, friendly and personable at all times. These people have been given the skills and telephone training necessary to learn how to guide calls professionally, maintaining a good impression and reputation for the company that they are representing.
If first impressions truly do last a lifetime, what impression do you want to make?
