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Telephone Etiquette and Customer Care for Telephone Support Staff

  /    /  Telephone Etiquette and Customer Care for Telephone Support Staff

Every organisation at one point or the other has to manage their prospective and existing clients over the phone. Every customer calling your organisation should receive a positive and seamless service that is professional, efficient and responsive. Customers who are handled well will notice the good service, bring more business and hopefully build a long term relationship with you. Customers who are not handled well damage your reputation and take their business to the competition.

  • Prepare yourself before you even take call with proper supplies and tools
  • Open a conversation by ideally getting to the phone within 3 rings and identifying yourself clearly and positively, with a friendly “smile in your voice”
  • Listen carefully by focusing carefully on the caller’s words, tone, and by avoiding interrupting before the other party has finished speaking
  • Target questions carefully to clarify what is needed from the caller and to quickly provide answers to any problems or issues
  • Clarify a caller’s needs by gentle probing and summarizing helps to quickly appreciate what action is needed, from the call
  • Close involves agreeing on any actions and next steps to be taken and always trying to end on a friendly note with the caller
  • Projecting a professional image, building rapport, voice presentation skills.
  • Customer service essentials
  • Understanding the power of the phone and how to use it to influence
  • Call planning and follow up
  • Active listening techniques, hearing the whole picture.
  • Questioning and summarising skills
  • Understand the causes of difficult behaviour
  • Learn how not to take things personally
  • Understand different personalities types
  • How to avoid getting into an argument
  • Handle and defuse verbal aggression
  • Develop ways to deal with difficult people
  • Understand different types of behaviour
  • Understand verbal and non-verbal behaviour and its impact
  • Develop assertiveness to reach a win situation
  • Things you do not do when using the phone
Course Overview

Every organisation at one point or the other has to manage their prospective and existing clients over the phone. Every customer calling your organisation should receive a positive and seamless service that is professional, efficient and responsive. Customers who are handled well will notice the good service, bring more business and hopefully build a long term relationship with you. Customers who are not handled well damage your reputation and take their business to the competition.

Course Objectives
  • Prepare yourself before you even take call with proper supplies and tools
  • Open a conversation by ideally getting to the phone within 3 rings and identifying yourself clearly and positively, with a friendly “smile in your voice”
  • Listen carefully by focusing carefully on the caller’s words, tone, and by avoiding interrupting before the other party has finished speaking
  • Target questions carefully to clarify what is needed from the caller and to quickly provide answers to any problems or issues
  • Clarify a caller’s needs by gentle probing and summarizing helps to quickly appreciate what action is needed, from the call
  • Close involves agreeing on any actions and next steps to be taken and always trying to end on a friendly note with the caller
Course Outline
  • Projecting a professional image, building rapport, voice presentation skills.
  • Customer service essentials
  • Understanding the power of the phone and how to use it to influence
  • Call planning and follow up
  • Active listening techniques, hearing the whole picture.
  • Questioning and summarising skills
  • Understand the causes of difficult behaviour
  • Learn how not to take things personally
  • Understand different personalities types
  • How to avoid getting into an argument
  • Handle and defuse verbal aggression
  • Develop ways to deal with difficult people
  • Understand different types of behaviour
  • Understand verbal and non-verbal behaviour and its impact
  • Develop assertiveness to reach a win situation
  • Things you do not do when using the phone

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