Phone Forward | Telephone Business Etiquette Perth | Best Courtesy & Etiquette Course

Public Training Courses

The Best of Telephone Courtesy and Etiquette

Improve your Organisation's Telephone Image!

Join the thousands of people who have attended this national standard course! The goal of this course is to enable you to effectively communicate in a courteous and professional manner using the telephone.

Who will benefit:
A must for anyone who uses the telephone. Especially recommended for all team members who are a first point of contact; receptionists, relief receptionists, administration, customer service, help desk, sales staff and management.

Many organisations have chosen this course for in house training for their entire team and made it a compulsory part of their induction training program for new team members.

Elements
During this highly interactive "jam packed with value" day you will learn how to:

create a favourable first impression with callers by understanding the importance of telephone courtesy and etiquette
discover negative words and phrases to avoid and appropriate positive language and behaviours to utilise successfully
recognise the importance of your role and how customers perceive your professional effectiveness through the service you provide. You will learn the reasons why customers leave
enhance your organisation's professional telephone image by having a positive attitude when providing courteous service to your customers
implement essential telephone communication skills; understand different images the voice portrays, listen actively, question effectively, receive information in a professional manner and provide clear information to ensure your message is received accurately
be prepared for making an outstanding start by answering calls positively to create that important first impression
place a customer on hold without a negative response, manage multiple callers and demonstrate ways to transfer a call without it appearing like the "run around"
identify the essential steps for taking accurate and complete messages, avoid telephone tag, manage voicemail and repeat calls when messages haven't been returned
recognise the appropriate steps for making an outbound call
understand the five main reasons for customer dissatisfaction
manage unusual or difficult customer situations and complaints (the steps of the call process)
stay calm with angry, irate and threatening callers and avoid being drawn into giving customer deflating and escalating responses
manage foreign callers, verbose callers and maintain control with wafflers without offending them.

This program is action packed with interactive dialogue, audio and video presentations, group activities, exercises, skills practices (taped role plays and feedback) discussions, a quiz and a personal action plan.

Duration: One day, 8.30am – 4.00pm

This course can be customised and delivered in house for your organisation's specific needs.

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