Professional Telephone Techniques

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Description:
Projecting a positive view of the organisation is the responsibility of all employees. The role of those who communicate using the telephone is especially important, as they are often the voice or virtual face of the organisation. However, in many organisations employees do not receive any training or guidance in how to use the telephone as a business tool. Many managers spend a great deal of time wondering how to attract and retain customers. The potential of telephone communication is often overlooked as a brand builder and an area to improve productivity waiting to be fully utilised.
Prerequisites:
The participants will understand the importance of behaving in a tactful, diplomatic, friendly yet professional manner. The participants will appreciate that they can create business connections or loyal customers by how they use the telephone. They will realise that the time spent preparing for outgoing calls be rewarded with a more successful outcome
Telephone as a business tool:
Managing your Virtual image
Russian roulette or managed communication
Managing internal customers
Understanding the B2B (business to business) communication
Understanding the B2C (business to customer) communication
How your response influences the customer response
Avoiding jargon and casual phrases
Posture and body language
Dealing with a diverse customer base :
Customers with Disabilities
Customers with English as a second language
Effective call handling techniques :
Incoming calls
Managing customer expectations
Effective questioning techniques
Active listening techniques
Dealing with irate callers
Effective call handling techniques :
Outgoing calls
Planning your calls
Organising your support data
Voice mail etiquette
Assertive communication :
Your role as gatekeeper
Managing complaints
Screening calls