In today's fast-paced business environment in New Zealand, effective communication is the key to success. So, the telephone etiquette displayed by your organisational staff is indicative of their willingness and ability to assist customers professionally and efficiently.

The PD Training Professional Telephone Skills course teaches you fundamental communication skills like how to project professionalism over the phone, how to gain client confidence quickly, how to improve your "phone" voice, how to handle irate customers, tips for handling a busy reception line and much more.

This practical and engaging professional development training course is available now throughout New Zealand, including Auckland, Christchurch and Wellington.

Learning Outcomes

• Learn how to provide effective client service over the phone
• Project a professional image over the phone
• Master a professional, effective & reassuring telephone voice
• Gain client's trust using proven communication techniques
• Learn to question effectively over the phone
• Master proven techniques to manage irate customers professionally
• Learn tips for handling a busy reception
• Phrase more effectively for positive and clearer communication
• Establish the right words for unambiguous, positive & productive communication

Course Outline

Professional Telephone Skills Training Course - Lesson 1

Providing Effective Client Service

• Welcome
• The Ten Commandments of Good Business
• What Makes An Effective Client Communicator?
• The Seven Deadly Sins of Service
• Reflection

Professional Telephone Skills Training Course - Lesson 2

Your Personality/Your Telephone Voice

LDP Review – Communication Evolution Tool

• The Communication Model
• The ABCDE (Five Qualities) of a Good Telephone Voice
• Your Welcome – Should HAIL
• Voice Modulation – The 6 P’s to Para verbal Communication
• Reflection

Professional Telephone Skills Training Course - Lesson 3

Gaining Your Client’s Trust

• You never get a second chance to make a good first impression
• Create a Positive First Impression:
• 4 Key Parts to your Phone Greeting
• Put Your Clients at Ease with Positive Language
• Show Urgency
• Getting to the Point Quickly - Saying Too Much
• Ending a Call Politely and Professionally
• Put it into Practice
• Reflection

Professional Telephone Skills Training Course - Lesson 4

Handling Barriers Over The Phone

• Managing the 5 Barriers
• Words That Must Never Be Used
• Reflection

Professional Telephone Skills Training Course - Lesson 5

Effective Questioning

• WIIFM
• Good Questioning Techniques
• Ask yourself the following 5
• Open and Closed Questions
• Clarifying Questions
• Seek Satisfaction/Understanding
• Questions to Keep Control of the Call
• Arrange When You Will Call Them Back
• Reflection

Professional Telephone Skills Training Course - Lesson 6

Irate Clients

• How to Deal with Angry Clients
• The Challenge of Angry Clients
• Do Not Allow Negative Emotions to Affect You
• High Emotion – Low Intelligence
• Use the HEAT to Defuse an Irate Client
• Reflection

Professional Telephone Skills Training Course - Lesson 7

Prepare Yourself

• Planning Phone Calls
• Check Your Ringtone
• Transferring Calls
• Asking a Client to Hold
• Taking Messages
• Reflection

Professional Telephone Skills Training Course - Lesson 8

Reception Tips

• Serving Clients at the Reception: The Dos
• Serving Clients at the Reception: The Don’ts
• Reflection

Professional Telephone Skills Training Course - Lesson 9

Professional Voicemail Messages

• What to Include in a Voicemail Message?
• Customised Messages for Different Callers
• Closed Greeting
• Internal Greeting
• Practice, Practice, Practice
• Reflection

Professional Telephone Skills Training Course - Lesson 10

Reflections

• Create an Action Plan
• Accountability = Action