Modern Telephone Techniques

Modern Telephone Techniques

OBJECTIVES:

Why should everyone in my company do this course?

The first point of contact in business is usually via the telephone, and a great deal of your company's business is conducted over the telephone.  How those calls are handled affects customers' feelings toward your company.  Using good telephone techniques, and clear pronunciation, can turn a routine call into an opportunity for customer satisfaction instead of creating customer dissatisfaction. Remember, your receptionists, managers and secretaries can lose more customers on the 'phone than those who handle customers face to face.

Course Outline:

• Introduction
• Promoting an Image
• Understanding Customer Needs
• Voice and Pronunciation
• Conveying a Clear Message
• Being Positive & Helpful
• Asking Questions
• Taking Responsibility
• Putting a Customer on Hold
• Transferring a Call
• Managing More Than One Customer at a Time  
• Taking a Message
• Screening Calls
• Problem Calls and the Art of Negotiation
• Positive vs. Negative Language
• Managing Customer Perception