Projecting Professionalism on the Telephone
Studies show that seven out of ten people refuse to do business with an organization because of an unpleasant first contact with that organization. The telephone entrance which is the second front door to an organization is often the most used door. This program is designed to enhance the interface by arming participants with a series of international best practice guidelines to deliver great telephone customer service throughout the three phases of the interaction - The greeting phase; the serving phase; and the goodbye phase. Participants will go back to the workplace knowing techniques for dealing with different caller types, guidelines for moving from small talk to a substantive discussion, strategies for building conversational skills, and demonstrating professional courtesy, they will also have a heightened awareness of the crucial role the telephone service provider plays to organizational success.
What Will You Learn
- Best practice telephone standards for organizational success
- The importance of good vocal quality
- The four factors determining the voice you project
- How to open the call using the IGO principle
- How to master the elements of a call
- Skills for effective dialogue
- Strategies for building conversational skills
- Guidelines for more effective verbal communication with clients
- Guidelines for moving from small talk to a substantive discussion
- Techniques for dealing with different caller types
- Critical importance of teamwork
- Service quality dimensions- Reliability, Responsiveness, Assurance, Tangibles, Empathy
- How to deal with complaining callers over the phone.
- The importance of professional telephone courtesy
Who Should Attend
Service providers and their supervisors.
Fee
$65,000 JMD
