Course Overview
The Telephone Etiquette and Call Handling Skills Training Course is designed to equip participants with the essential skills needed for effective and professional communication over the phone. Whether handling customer service inquiries, internal communication, or managing difficult callers, this course focuses on developing a positive and polished telephone presence.
Through practical exercises and role-playing scenarios, participants will master key techniques to enhance communication, create lasting impressions, and manage calls confidently.
Duration
5 Days
Who Should Attend?
- Customer service representatives
- Receptionists and front desk officers
- Sales and support staff
- Call center agents
- Administrative professionals
- Office managers and supervisors who frequently interact over the phone
- Individuals looking to improve their telephone communication skills
Course Objectives:
By the end of this course, participants will:
- Understand the importance of professional telephone etiquette in customer service and business communication
- Develop techniques for creating positive first impressions over the phone
- Learn active listening and questioning techniques to gather essential information
- Handle difficult callers with confidence and professionalism
- Manage and escalate complaints appropriately
- Enhance overall call management and closing techniques to leave a positive impression
- Communicate clearly and effectively with callers of diverse backgrounds
Course Outline:
Module 1: Introduction to Telephone Etiquette
- Importance of telephone etiquette in professional settings
- Elements of good telephone manners
- Creating a positive first impression
- Tone of voice and its impact on the conversation
Module 2: Effective Communication Over the Phone
- Active listening techniques
- Asking the right questions to gather information
- Managing conversations efficiently
- Speaking clearly and concisely
Module 3: Handling Different Types of Callers
- Dealing with difficult or irate callers
- Managing different caller personalities (e.g., talkative, impatient, confused)
- Turning a negative call into a positive experience
- Handling high-stress situations professionally
Module 4: Managing Call Flow and Escalations
- Structuring a call: Opening, managing, and closing calls effectively
- Call control techniques: Keeping the conversation on track
- When and how to escalate calls to higher management
- Documenting calls for future reference
Module 5: Practical Role-Playing and Best Practices
- Real-life role-playing scenarios for call handling
- Best practices in telephone customer service
- Personal improvement: Reviewing call recordings and feedback
