Learn how to communicate more professionally on the telephone, manage
difficult customers, improve your listening skills and much more with
our 1-day, Professional Telephone Skills Course. This course was
developed to help your staff conduct better, business-related phone
conversations and provide excellent service and support via the
telephone. In the PD Training course you will learn skills like
improving your phone "voice", what words should never be used, how to
use effective questioning techniques, dealing with angry customers,
what to say when leaving voicemails, staying in control of the call
and much more. This practical and engaging training course is
available now throughout Australia, including Brisbane, Sydney,
Melbourne, Adelaide, Parramatta, Canberra and Perth. Learning Outcomes
Learn how to provide effective client service over the phone Project a
professional image over the phone Master a professional, effective &
reassuring telephone voice Gain client's trust using proven
communication techniques Learn to question effectively over the phone
Master proven techniques to professionally manage irate
customers Learn tips for handling a busy reception Phrase words more
effectively for positive and clearer communication Establish the right
words for unambiguous, positive & productive communication Leave
effective voicemail messages Course Outline Professional Telephone
Skills Training Course - Lesson 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
Professional Telephone Skills Training Course - Lesson 2 Your
Personality/Your Telephone Voice LDP 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 Professional
Telephone Skills Training Course - Lesson 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 Professional Telephone
Skills Training Course - Lesson 4 Handling Barriers Over The Phone
Managing the 5 Barriers Words That Must Never Be Used Reflection
Professional Telephone Skills Training Course - Lesson 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 Professional Telephone
Skills Training Course - Lesson 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 Professional Telephone Skills Training
Course - Lesson 7 Prepare Yourself Planning Phone Calls Check Your
Ringtone Transferring Calls Asking a Client to Hold Taking Messages
Reflection Professional Telephone Skills Training Course - Lesson 8
Reception Tips Serving Clients at the Reception: The Dos Serving
Clients at the Reception: The Don’ts Reflection Professional
Telephone Skills Training Course - Lesson 9 Professional Voicemail
Messages What to Include in a Voicemail Message? Customised Messages
for Different Callers Closed Greeting Internal Greeting Practice,
Practice, Practice Reflection Professional Telephone Skills Training
Course - Lesson 10 Reflections Create an Action Plan Accountability =
Action
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12/12/2019 Last update
PD Training Level 1 111 Harrington Street Sydney, NSW 2000 Australia
111 Harrington St, The Rocks, 2000, NSW, AU