WORKSHOPS OF TWO DAY DURATION 
THE POWER IN TELEPHONE ETIQUETTE

INTRODUCTION

GRAHAM BELL INVENTED THE TELEPHONE IN 1875. IT IS ONLY NOW IN THE 21ST CENTURY THAT THE TELEPHONE HAS BECOME THE MIRROR OF THE ORGANISATION THAT IS RECEIVING OR MAKING A CALL!

IN ANY ORGANISATION, WITH A BUZZ OF TELEPHONE ACTIVITY; EXECUTIVES HANDLING THE PHONE ARE CREATING AND RECREATING THE IMAGE OF THE ORGANISATION WITH EVERY INCOMING AND OUTGOING CALL!

THEREFORE, THEIR INDIVIDUAL 'TELEPHONE ETIQUETTE' CONVEYS TO THE CALLER (A POTENTIAL CUSTOMER OR AN EXISTING CUSTOMER) ABOUT THE ORGANISATION ITSELF!

CUSTOMERS ARE SATISFIED ONLY WHEN THE EXECUTIVE ANSWERING THE PHONE IS COURTEOUS, HELPFUL, EFFICIENT AND AT THE SAME TIME PROFESSIONAL!

NATURALLY,KEY EXECUTIVES INTERACTING WITH CUSTOMERS ON THE TELEPHONE MUST BE TRAINED AND GROOMED IN EFFECTIVE TELEPHONE TECHNIQUES TO HANDLE CUSTOMERS AND GUESTS EFFICIENTLY!

A CUSTOMER/GUEST WELL HANDLED AND SATISFIED WILL TELL TEN OTHERS AND SO WILL A CUSTOMER NOT HANDLED WELL! WHICH MEANS, THE WORD SPREADS WHICHEVER THE ATTITUDE!

WHAT IS THIS WORKSHOP ABOUT?
TO ENSURE A CONSISTENT APPROACH TO TELEPHONE SERVICE
CREATE A POSITIVE IMPRESSION ON THE TELEPHONE
RECEIVE CALLS - INITIAL IMPRESSIONS, PROJECTING THE RIGHT PERSONAL AND CORPORATE IMAGE.
MAKING CALLS- DECIDING WHAT YOU WANT TO ACHIEVE, ESTABLISHING RAPPORT AND GETTING YOUR MESSAGE ACROSS.
USING VOICE, INTONATION AND LANGUAGE TO BEST EFFECT
LISTENING ATTENTIVELY AND KNOWING WHEN TO TAKE THE INITIATIVE.
BUILD POSITIVE RELATIONSHIPS ON THE TELEPHONE
MANAGE CRITICAL CALLS BY DIFFUSING ANGER AND WINNING OVER DIFFICULT CALLERS.
ON A BROADER CANVAS THE PROGRAM COVERS:
.
1
BUILDING A FOUNDATIONPRE-REQISITES FOR EFFECTIVE TELEPHONE COMMUNICATION?
 9
WHAT IS CUSTOMER CARE?
2
ROLE OF THOSE TALKING TO CUSTOMERS.
 10
HOW TO HANDLE COMPLAINTS
3
HOW TO USE YOU VOICEQUALITES OF A GOOD TELEPHONE VOICE
 11
TURNING IRRATE CUSTOMERS IN TO CONTENDED CONTACTS:
4
HOW FAST MUST THE PHONE BE ANSWERED?
 12
PHRASES AND SENTENCES TO USE ON EVERY OCCASION WHILE TALKING TO CUSTOMERS
5
HOW TO HELP THE CUSTOMER QUICKEST AND EFFICIENTLYELEMENTS OF EFFECTIVE GREETING.
 13
HOW TO SCREEN CALLS FOR SENIOR MANAGERS WITHOUT OFFENDING THE CALLER
6
THE NINE GOLDEN RULES FOR TELEPHONE ETIQUETTE
 14
HOW TO TRASFER A CALL ENSURING THAT A CUSTOMER DOES NOT FEEL THAT HE IS MADE TO WAIT ENDLESSLY!!!
7
RECEIVING AND GIVING INFORMATION:WHAT 'TO SAY' AND 'NOT SAY' WHEN ASSISTING A CUSTOMER
 15
HOW TO TAKE MESSAGES AND COMMUNICATE IT EFFECTIVELY WHEN THE CALLEE IS OUT AT THE TIME THE CALL WAS RECEIVED.
8
WHAT IS LISTENING?
 16
BODY LANGUAGE WHEN SPEAKING TO CALLERS OVER THE PHONE
 


 
Business Solutions by Website Designed by Uthiti