Great telephone etiquette goes beyond a good voice and well-chosen words. It is a learned behaviour and speech pattern that includes having a positive service attitude, empathy and skills in listening, questioning and negotiation. This course equips participants with the basic skills necessary to project a professional image of themselves and the organisation over the telephone.
- Recognise the importance of managing the “Moment of Truth” and telephone etiquette
- Acquire a set of guidelines for telephone transactions
- Apply service language and positive tonality to gain and maintain customer’s attention
- Identify the different stages of telephonic transaction
- Explore a set of listening techniques for improved understanding
- Leaving a positive impression at the end of a conversation
- Handle complaint situations
Moment of Truth
- Impact of telephone etiquette on service
- Good vs bad telephone etiquette
Mindset of the Messenger
- ASK: Attitude-Skill-Knowledge
- Positive self-talk
- Do’s and Don’ts on telephone conversations
Modulation over the telephone
- How meaning is conveyed
- Components of your voice
- Word stress and intonation
Message
- Power of your words
- Use of service language
Method
- Information, problem-solving, selling
- 5 stages of a telephone call
– Open: Greeting
– Listen: Contents, Feelings, Responding
– Pinpoint: Questioning techniques
– Activate: Routine and complaint situations
– Close: Thanking
Participants will learn through case studies, role plays, video, and audio recordings.
This course is suitable for receptionists / service support personnel who handle customers over the telephone and anyone who needs to foster good telephone etiquette to project a professional image over the telephone.
Categories
More Information
- (Local Institution) MDIS - Service Quality Centre
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