Telephone Skills for Employees
I imagine that there are those of you who are wondering why we will need to spend an entire day to practice telephone skills. Am I right well look at this? The phone is often the first and only contact that a potential customer has with your company. You might rightly be called the ambassador of first impressions and even if your occupation isn’t on reception or the switchboard or customer support or a help desk, you’re still representing your company with every phone call directly.
So now that we have established that everybody should use the phone well, just what does this involve start with? We consider the greetings which people express. Is your name mumbled someplace? Are you clear and clear in your address? Is your voice diverse and interesting? Are you welcoming and knowledgeable about your company and how best to assist your caller? Secondly, you want to look at striking a balance between being effective and creating rapport with your caller. If you’re going to shorten shop, the caller may see you as a buddy. If you invest too much time, they might think of you as wasteful and wasting their time.
Pre-Thinking your call.
How many of you are aware of what you need to say before making the call so you stay focused, and what about calls that you get? Are you able to remain on track? Do you know how to deal politely with interruptions? How can you know that you have got the complete picture when there’s a complicated issue at stake? Many participants on the course asked me what to do if they’re speaking with people they can not understand. I mean this could be due to many different reasons, not least that in our multicultural society, language may be an issue in other cases, it’s because people mumble or can not get to the stage.
These are simply a few of the problems we discuss in our training so that we are best able to provide an outcome. We take time to examine difficult situations at my eyes and the way we can manage and defuse them. It can be so tough to keep your cool when someone is being unreasonable or simply playing aggressive. How can you attempt to convert these tricky phone interactions into more favorable outcomes? Your language, your tone and approach greatly impact these scenarios, and you want to look at how to care for yourself, so you’re not worried for more specific course. . Please consult with the course outlines here and search for the next scheduled event in your own cities. Thank you for your interest – and I look forward to welcoming you to the professional phone skills course where we’ll enable you to reflect on your own and the company’s phone personality in a professional way.