Telephone Etiquette
Gain skills to provide exceptional customer service and create positive first impressions.

About The Program

An organizations reputation for service depends on how professional the telephone operator handles incoming and outgoing calls. The operator has the ability to encourage repeat business, offer exceptional customer service and build customer relationships.

Course Objectives

    • At the end of this course, participants will be able to:

    • Answer telephone calls professionally.
    • Learn techniques to efficiently respond to a customer call.
    • Handle customer’s concern or complaint with empathy.
    • Build rapport with customers, provide solutions and raise customer satisfaction.
    • Come up with a personal action plan on how to apply this learning to their day to day work schedule.

Course Outline

      • Tonality and Words are your greatest tools
    • The Impact of Tonality on The Telephone
    • Tonality Techniques
    • Choosing The Right Words
    • Words Customers Do Not Want To Hear
    • The Skills of The Customer Service Agent
    • Telephone Procedures

    • Answering the Phone Promptly
    • Reflecting the Right Image
    • Being Present with the Caller
    • Preparing Before Responding
    • Your Standard Greeting
    • The Phonetic Alphabet
    • Processing Incoming And Outgoing Calls

    • Transferring Calls Effectively
    • Calls on Hold Principles
    • Taking Accurate Messages
    • Handling Several Calls
    • Closing The Call Professionally
    • Communication Tools

    • The Impact of First Impressions
    • The 80:20 Rule of Listening
    • Asking The Right Questions
    • Probing Techniques
    • The Challenging Caller

    • Dealing with Customer Complaints Effectively
    • Strategies for Dealing with Aggressive Behavior
    • Being Proactive, Rather Than Reactive
    • Listening, Empathizing, Apologizing and finding the Solution

    I am Interested

    6 hours (2 days, 3 hours each day)
    Online Live Classroom / Face to Face
    Please submit above form to receive registration and fee information.
    What is included?
    Certificate of Completion
    Training Material
    Post Training Support
    Lunch and Refreshments
    Free Valet Parking