Customer Service Skills: Telephone Skills

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Course Overview

Telephones and mobile phones help us to communicate with our customers. Therefore, it is essential that whenever we are on the phone, we portray a professional and confident image of the organisation. We must use the techniques and skills needed to provide a professional and customer-focused service on the telephone.

Audience

For anyone who communicates with customers by mobile or telephone.

Skills Gained

Learning objectives

• Understand how to create a positive, confident and professional image to both internal and external customers
• Identify the essential skills required for a high standard of professional telephone behaviour
• Recognise how to communicate confidently to create a better atmosphere
• Acquire the knowledge for a consistently high standard of telephone behaviour.

Course Outline

• Creating and using a customer-focused approach
• Who are your customers and why are they so valuable?
• Creating a professional and confident image of you and your company
• Building rapport
• Professional telephone behaviour for incoming and outgoing calls
• Preparation before you pick up the phone
• Answering the call and the initial handling
• Transferring and receiving calls
• Making an outgoing call - announcing yourself and introducing the call, leaving messages on voicemails
• Communication skills
• Using your voice - the right tone and positive words
• Actively listening
• Summarising and clarifying
• Successful questioning techniques
• Controlling the call assertively
• Handling difficult situations
• Action planning.

Customer Service Skills: Telephone Skills / CS-CS-TT