TELEPHONE ETIQUETTE 

This workshop is for call center agents helping them to; improve confidence, increase sales, gain new customers and retain clientele. The workshop is also doe call center management and staff.  

 

 

 Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.

THIS COURSE IS MEANT FOR:

Call centers who want to:

  1. Improve service excellence.

  2. Improve employee confidence and job satisfaction.

COURSE HIGHLIGHTS

Aspects of Phone Etiquette

Phrasing

  • Phrases for Dealing with an Angry Customer

  • Phrases for Advising a Customer

  • Phrases for Making a Process Sound Easy

  • To Upsell (To Sell Other Areas of the Business)

  • To Show Your Willingness to Help
  • To Make a Customer Feel You Are Their Partner in Solving a Problem,
  • To Make a Customer Feel Special

The tone of Voice

  • How to use  your voice to create the right emotions
  • Some of the most common challenges when it comes to the tone of voice

 

Speaking Clearly

  • Improve your telephone conversation techniques

Listen to the Caller

  • Effective call center listening skills

 

Using Proper Phone Language

  • What words and tones to avoid
  • Eliminate Phone Distractions
  • Minimise Multi-Tasking. Remove Office Distractions
  • Do Not Let Others Interrupt

 

Inbound Calls

  • What to avoid in inbound calls
  • How to effectively introduce yourself

Outbound Calls

  • The effective outbound call

 

Handling Rude or Angry Callers

  • Discover the right words and phrases when dealing with an angry caller

 

COURSE INCLUDES

  • 12 Workshop Hours (2 days)
  • John Maxwell Trainer
  • Certified Executive Coach (University of Cape Town)
  • High-Quality Powerpoints
  • Participating Workbooks

 

COST

  • R15 000.00 per day (less than 9 delegates)
  • R1899.00 per delegate (10 or more delegates)

(This course can also be customized according to the organization’s schedule and preferences).

 

PRAISE REPORT

 

 

Please email us to shan@drshanthumbran.com for details. Alternatively, call us on +27 (0) 65 981 5317 and we will be delighted to help.

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