Telephone Etiquette (Corporate Leadership Training)

Not All Storms Come To Disrupt Your Life, Some Storms Come To Direct Your Path!

TELEPHONE ETIQUETTE 

This workshop is for call center agents helping them to; improve confidence, increase sales, gain new customers and retain clientele. The workshop is also doe call center management and staff.  

 

 

 Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.

THIS COURSE IS MEANT FOR:

Call centers who want to:

  1. Improve service excellence.

  2. Improve employee confidence and job satisfaction.

COURSE HIGHLIGHTS

Aspects of Phone Etiquette

Phrasing

  • Phrases for Dealing with an Angry Customer

  • Phrases for Advising a Customer

  • Phrases for Making a Process Sound Easy

  • To Upsell (To Sell Other Areas of the Business)

  • To Show Your Willingness to Help
  • To Make a Customer Feel You Are Their Partner in Solving a Problem,
  • To Make a Customer Feel Special

The tone of Voice

  • How to use  your voice to create the right emotions
  • Some of the most common challenges when it comes to the tone of voice

 

Speaking Clearly

  • Improve your telephone conversation techniques

Listen to the Caller

  • Effective call center listening skills

 

Using Proper Phone Language

  • What words and tones to avoid
  • Eliminate Phone Distractions
  • Minimise Multi-Tasking. Remove Office Distractions
  • Do Not Let Others Interrupt

 

Inbound Calls

  • What to avoid in inbound calls
  • How to effectively introduce yourself

Outbound Calls

  • The effective outbound call

 

Handling Rude or Angry Callers

  • Discover the right words and phrases when dealing with an angry caller

 

COURSE INCLUDES

  • 12 Workshop Hours (2 days)
  • John Maxwell Trainer
  • Certified Executive Coach (University of Cape Town)
  • High-Quality Powerpoints
  • Participating Workbooks

 

COST

  • R15 000.00 per day (less than 9 delegates)
  • R1899.00 per delegate (10 or more delegates)

(This course can also be customized according to the organization’s schedule and preferences).

 

PRAISE REPORT

 

 

Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.

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