INTRODUCTION

One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a large difference to your customers and your profits. Your reputation for service depends on how well your staff handle incoming and outgoing calls. 87% of the message your customers receive on the telephone is through the tonality of the voice they hear. Only 13% of the message they hear are the words used.

Our “Telephone Etiquette” training helps your employees to develop and master the techniques that will enhance your company’s image.

This Course includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection and quizzes .

DURATION

• 5 Days

TARGET AUDIENCE

This workshop is designed for everyone who deals with customers on the telephone – call center agents, customer service representatives, receptionists and all customer-facing staff.

OBJECTIVES:

• Create a faster and more efficient service over the telephone
• Providing personal attention to every caller’s needs
• Calm irate callers, take proper messages, transfer and place callers on hold
• Handle sales call with confidence
• Show empathy with a customer regarding their needs & expectation
• Handle customer’s complaints over the phone more effectively
• Close the call with confidence
• Communicate effectively with people at all levels of the organization
• Deal professionally and decisively with a variety of “tough” everyday conflict situations that you may be called on to handle at work

COURSE OUTLINE

• SECTION 1: Telephone Etiquette & Answering Procedures
  1. Clear your mind
  2. Answer telephone promptly
  3. Be present with your caller
  4. Prepare your phone voice
  5. Offer your standard greeting
  6. Be prepared before you respond
• SECTION 2: Processing Incoming & Outgoing Calls
  1. Placing Callers on Hold
  2. Transferring Calls
  3. Taking a Message
  4. Making a Call
• SECTION 3: Communication & Communication Barriers
  1. What is a Skilled Communicator?
  2. Asking Questions
  3. Probing
  4. Listening Skills
  5. Barriers to Listening & Communication
  6. Active Listening Skills
• SECTION 4: The Phonetic Alphabet
• SECTION 5: Elements of Customer Service
• SECTION 6: Identifying Customers and Competitors
  1. Internal Customers
  2. External Customers
  3. Identifying Competitors
  4. The Competitive Edge
• SECTION 7: Identifying & Meeting Customer Needs
  1. Understanding Needs and Expectations
  2. Benefits of Meeting Customer Needs
• SECTION 8: Attitude
  1. Optimistic
  2. Objective
  3. Deliberate
  4. Determined
• SECTION 9: Forbidden Phrases & Soft Language Skills
• SECTION 10: Dealing With Challenges
• SECTION 11: Dealing With Problem Customers
  Step 1 – Listen
  Step 2 – Empathize
  Step 3 – Apologize
  Step 4 – Problem-Solve

METHODOLOGY

The instructor led trainings are delivered using a blended learning approach and comprises of presentations, guided sessions of practical exercise, web-based tutorials and group work. Our facilitators are seasoned industry experts with years of experience, working as professional and trainers in these fields.

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.

ACCREDITATION

Upon successful completion of this training, participants will be issued with Intensive Training Institute (ITI) certificate certified by the National Industrial Training Authority (NITA).

TRAINING VENUE

The training will be held at ITI Training Centre. The course fee covers the course tuition, training materials, two break refreshments and lunch.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.

ACCOMMODATION AND AIRPORT PICKUP

Accommodation and airport pickup are arranged upon request. For reservations contact the Training Officer.

Email: info@intensivetraining.co.ke

Mob: +254 727324901

TAILOR- MADE

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our ITI Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254 727324901 or mail info@intensivetraining.co.ke

COURSE FEE

One on One training -KES 80,000 / USD 1100

Virtual Training -Kes 70,000/USD 900