Professional Telephone Skills

This course is designed for those whose primary client service is conducted by telephone, which carries its own special set of difficulties and strategies.

Duration: 1 Day

Methodologies

Client service by telephone requires much practice, so the learning methods are interactive, providing for immediate practice of the theory presented. These methods include simulations, role plays, case studies, guided group discussion and problem-solving, training videos and self-analysis questionnaires.

Outline

SECTION ONE

• Part I: Introductions, warm-up, roles and goals
• Part II: Professional Telephone Service
  • Principles of excellent client service
  • Special difficulties presented by telephone communication
  • Three principles of professional telephone service
  • Three things every client deserves and expects
  • Preparing for and managing incoming and outgoing calls
  • The ideal service provider on the telephone
  • Using Skype and other visual telephone networking
• Part III: Communication Skills on the Phone
  • Using our telephone voice
  • Checking perceptions
  • Active listening skills on the telephone
  • Asking the right questions
  • Paraphrasing: a crucial skill
  • How to manage client expectations
  • Saying “No” professionally
  • Giving feedback that people don’t want to hear
  • Using assertiveness without becoming aggressive
• Part IV: Dealing with Diversity over the Phone
  • Cultural differences lead to expectations
  • Managing misunderstanding without blame and shame
  • How to distinguish confusion from ill will
  • Deflecting insults, shouting, swearing and abuse
  • Ten ways to deal with really difficult callers
• Part V: Telephone Language
  • Positive, provisional expression
  • Words for: greeting, the opportunity of service, execution, and closing
  • Language to avoid

SECTION TWO

• Part V: Systematic Service
  • Systems for managing client call for information and complaints
  • Seven points for analyzing and improving our system
  • Assuring our system serves our client and our organization
  • Keeping our personal systems and procedures current
• Part VI: Managing Difficult People in Difficult Situations
  • Strategies for dealing with different types of difficult people
  • Preparing for difficult call-backs: Force Field Analysis
  • Managing conflict
  • Using power and authority over the phone
  • Managing our own anger and stress
  • Managing the angry caller
  • Guiding the confused caller through our systems
• Part VII: The Importance of Teamwork in Telephone Service
  • No provider is an island: we all need help from our friends
  • Characteristics of a quality service team
  • Balancing quantity and quality
  • Personal telephone service Action Plan
• Course review, evaluation and closure

ON-TRACK Corporate Training has a diverse and flexible schedule that can be customized to your needs. We offer group courses (both public and corporate), one-on-one training, virtual (on-line) classroom (Zoom etc.) and on-site training options. We also have easily accessible on-line training videos on OnTrackTV.