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.
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
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