Shaking Hands Over the Phone

Anyone using the telephone must be aware of the techniques involved in placing and receiving calls, and of the impression the caller is making each time they use the phone. Telephone Etiquette will show you how to make the telephone your business partner.

There will be many times when you never meet the customer in person, therefore it is essential that each employee answering the phone is able to sell or portray their personality quickly and effectively over the phone. The telephone is the most used tool in the work environment and how this tool is used is vital to customer service.

• Learn how to create the right impression of yourself and your company

• Present a positive and lasting image while dealing with customers over the telephone

• Understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service

• Identify the challenges of communicating by phone

• Know the factors of good and bad communication on the telephone

• Learn how to develop a rapport with callers

• Identify the best practices and telephone ‘etiquette’ when answering, holding or transferring calls

• Learn how to manage difficult and aggressive customers and resolve problems successfully

• An increased appreciation for your role in helping the organisation achieve customer service excellence

• The latest techniques and methods to help your team provide world-class service

• Enhanced leadership and communication skills required to excel in your career

• Increased confidence in your ability to work professionally with difficult or upset customers