Description
Whether through the spheres of customer service or sales and marketing, Telephone Etiquette is a fundamental contributor to any organisation’s success. That being said, quality training for staff in the field of Telephone Etiquette remains largely unavailable. The telephone is often a potential customer’s first point of contact with your organisation: are you willing to risk losing a customer because of poor Telephone Etiquette?
Octus is proud to present a basic training course in Telephone Etiquette, specially designed to train individuals or groups in the art of customer service over the telephone. Trainees are instructed in best practices and placed in real-life simulations to impress upon them the basics of good Telephone Etiquette. Attendees will have the benefit of developing the skills to handle customer queries with care, while at the same time ensuring that difficult customers are handled with the right balance of firmness and respect. We are certain that by the time you are done with our course, the impression of your company over the phone will be nothing but positive.
Learning Outcomes:
- Master the communication skills and strategies needed to provide effective customer service over the telephone
- Gain the ability to portray an image of professionalism and dedication over phone conversations
- Effect a firm, assertive, yet respectful tone of voice over the phone
- Develop communication techniques that influence customer decisions
- Develop the ability and learn strategies to address difficult customers
- Learn how to ask insightful questions over the phone
- Learn strategies to employ during times of unusually high call volume
- Learn key words and phrases to use to enforce a professional and positive image
