Telephone Etiquette

TRAINING COURSE

Details Audience and Pre-Requisites Course Outline / Curriculum Schedule Dates and Booking Enquiry

Details

This course covers effective telephone communication skills from understanding what a customer needs, to responding to their emotions, and probing carefully, to handling their needs effectively and efficiently. 

The course gives practical conversation scenarios to work through and gives tips for handling difficult callers while maintaining a calm and professional manner.

After attending this course the delegate shall be able to:

  • Handle phone calls while presenting a professional image and stay in control of a challenging situation
  • Understand callers’ mentality and adopt effective strategies to become more comfortable in handling any situation
  • Use a variety of probing techniques to explore a client situation in order to fully understand the problem that needs to be solved
  • Respond empathetically to a client's situation while remaining professional
  • Categorise calls and understand the elements of a phone call to ensure complete and effective communication

Delivery Methods

Delivery Method Duration
Classroom
Instructor-led classroom-based training. Classes are scheduled at various conference centres in the Sandton area or your premises. Stationary and printed manuals or online resources are included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided. Training is between 9 am to 4 pm.
Classroom
1 Days Get a Quote
Live Virtual Training
This course is delivered live via Microsoft Teams. You will be able to see and hear the instructor, view their whiteboard, and ask questions or communicate in the chat. Attend from the comfort of your own home or private office.
Live Virtual Training
1 Days Get a Quote

Discounts Available

Save up to 10% by booking and paying 10 business days before the course.

Brochure:

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Information may change without notice.

Audience

Receptionists, Telesales staff, or anyone dealing with customers over the telephone.

Pre-Requisites

None

Course Outline / Curriculum

 

Serving People on the Phone

  • Why telephone skills?
  • What do customers want?
  • Fundamental principles of Customer Service on the Phone

 

Emotional Intelligence

  • Emotional Intelligence competencies
  • How to empathise
  • Tone of voice

 

Getting Information

  • Open and closed questions
  • Leading Questions 
  • Probing questions

 

Telephone Conversations

  • Making a phone call
  • Receiving a call
  • Summary of a call
  • Picking up someone else's phone
  • Putting a call on hold
  • Wrong department
  • Transferring calls

 

Dealing with People

  • Passive caller
  • Talkative caller
  • Repeat caller 
  • Demanding caller
  • Angry caller

 

Giving Information

  • Guidelines 
  • Improved conversation

 

How to Talk

  • Tone of voice
  • Rate of speech
  • Remove negativity
  • Risk of "out of context"

 

Telephone Etiquette - Tips & Tricks

 

Scenarios

 

Listening Skills 

  • Listening to statements
  • Handling a caller
  • Listening guidelines

 

Recommended Reading

Schedule Dates and Booking

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