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Telephone Skills

We at Gits Academy build confidence and skills for handling telephone calls more professionally in Participants. Our comprehensive Telephone Skill training courses cover professional telephone, techniques and call handling etiquette, with an emphasis on customer service.

The course will provides participants a practical call handling training, teaching telephone techniques and skills to answer the calls confidently, as well as how to respond to customer telephone enquiries and handle complaints of customer.

Telephone Skill Corporate Training provided by GITS Academy helps participant to:

  • Practised how to answer and make telephone calls in a professional manner.
  • How to respond the customers query accurately.
  • Built a good repo and satisfy the customers need quickly and efficiently.
  • Learn how to constructively respond to a customer’s concern or complaint.

Who Should Attend Telephone Skill Training?

Gits Academy telephone skills training course is for receptionist or customer support staff that make and respond calls on behalf of their organisation, who act as the first point of contact for their customers and suppliers.

Training Topics

The importance of professional telephone skills

  • Importance of professional telephone techniques to the business
  • Benefits of professional telephone etiquette
  • Small group exercise and facilitated group discussion

Telephone communication challenges

  • The challenges of telephone communication
  • Role of non verbal communication
  • Building rapport and gathering information
  • Small group practical exercises, facilitated group discussion

Answering the telephone

  • Telephone guidelines when handling a call
  • The verbal handshake
  • Putting callers on hold, transferring callers
  • Group exercise, demonstration, presentation and facilitated group discussion

Communication skills to handle enquiries

  • Effective listening techniques
  • Questioning techniques
  • Recording information
  • Using positive language and taking ownership of call
  • Closing the call
  • Small group practical exercises, presentation and group discussion

Communicating with customers with different communication styles

  • Recognising different communication challenges
  • Main characteristics of communication styles
  • Recognising your own communication preferences
  • Adjusting to other styles of communication
  • Presentation, individual questionnaire and group review, group exercises

Handling customer concerns and objections

  • Pre-empting customers’ most frequent concerns
  • Responding to customer concerns and objections
  • Small group exercise, pairs practical activity, group review discussion

Handling customer complaints

  • Handling emotional responses
  • Responding to the complainant
  • Escalating the complaint
  • Small group exercise, facilitator tips, pairs practice session and group discussion

Reviewing the learning and next steps

  • Review of learning and action planning
  • Course feedback
June 17, 2017
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