Professional Telephone Skills Training
    About Lesson

    After completing this course, participants will have learned to:

    Topic 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

    Topic 2

    Your Personality/Your Telephone Voice

    • REACH 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

    Topic 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

    Topic 4

    Handling Barriers Over The Phone

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

    Topic 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

    Topic 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

    Topic 7

    Prepare Yourself

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

    Topic 8

    Reception Tips

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

    Topic 9

    Professional Voicemail Messages

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

    Topic 10

    Reflections

    • Create an Action Plan
    • Accountability = Action