Telephone Excellence

Course Overview

Much of your success in attracting and retaining customers is dependent on how well the people in your organization handle business calls.  Great service begins when the telephone rings.  Every time that telephone rings, your organization has an opportunity to make a sale.  It does not matter if the caller is a current customer, a former customer or a prospective customer.  Whoever is calling is doing so for a reason; and your organization can create the right or the wrong atmosphere just in the way your people handle those business calls.  It is therefore critical to make sure that every call is handled in a way that will create a positive impression for your clients and customers, which will set your organization apart from your competitors.   

Objective : At the end of the programme, the participants will be able to :

·        Project first great impressions

·        Eliminate common telephone errors

·        Give callers “The Red Carpet Treatment” – top notch telephone handling techniques

·        Make effective outbound calls

·        How to end calls and leave a lasting impression  

Duration : 2 days

Contents

I.  Project first great impressions  

·         You are the company  

·        Communication tools – The smile, voice, tone of voice, caller perception, words used

·        Tune in to your customers’ needs

II.  Top Notch Telephone Techniques  

·         Develop a standard and consistent business greeting

·        Acknowledging caller’s request

·        Address customers in a personal way

·        Screen calls politely

·        Avoid excuses  

·        Give callers undivided attention  

·        Avoid multi-tasking

·        Take control of the conversation

·        Avoid rushing callers

·        Put callers on hold properly

·        Handle multiple calls at once

·        Give good feedback signals

·        Take accurate messages

·        Closing calls professionally

III.  Handling outbound calls

·        Tips for successful outbound calling

IV.  Voicemail management

·        How to manage