Telephone Behavior Skills

Telephone Behaviour Skills

Telephone behaviour training is essential for employees who interact with co-workers, supervisors, managers, clients, customers, or stakeholders over the phone. Effective communication skills can significantly impact customer satisfaction and the overall perception of the company.

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Medium of Instruction: English
Duration of the program: 16 hours

Program Overview

The “Telephone Behaviour Skills” course is intended to help learners improve their telephone communication skills in order to improve customer interactions and promote professionalism. Participants will spend two days developing efficient telephone methods and strategies via interactive seminars, role-playing, and practical exercises. 

Learning Objectives

  • Understand the fundamentals: Recognize the value of telephone etiquette and successful communication.  
  • Improve Communication Skills: Develop clear and succinct communication skills for a variety of phone circumstances.  
  • Handle Difficult Calls: Manage difficult or furious callers with confidence and expertise.  
  • Improve Your Listening Skills: Use active listening strategies to better comprehend and answer caller requirements.  
  • Apply Best Practices: Follow best practices to make a good impression and ensure caller satisfaction. 

Target Audience

  • Customer service representatives 
  • Sales professionals 
  • Receptionists and administrative staff 
  • Any employees who handle telephone communications as part of their role 

Program Outline

  • Introduction to Telephone Behaviour
  • Importance of telephone communication 
  • Overview of telephone etiquette 
  • Effective Communication Techniques 
  • Clarity and conciseness 
  • Tone and pace 
  • Using positive language 
  • Active Listening Skills 
  • Techniques for active listening 
  • Reflective listening exercises 
  • Identifying and addressing caller needs 
  • Practical Exercises and Role-Playing 
  • Simulated calls for practice 
  • Peer feedback sessions 
  • Handling Difficult Calls 
  • Strategies for managing irate or challenging callers 
  • De-escalation techniques 
  • Maintaining professionalism under pressure 
  • Building Rapport and Creating a Positive Experience 
  • Techniques for establishing rapport 
  • Personalizing interactions 
  • Ensuring a positive caller experience 
  • Review of Best Practices 
  • Recap of key concepts 
  • Common pitfalls and how to avoid them 
  • Final Role-Playing and Evaluation 
  • Comprehensive role-playing scenarios 
  • Group feedback and discussion 
  • Action planning for applying skills on the job 

Program Benefits

How you benefit attending this program?

  • Enhanced Skills: Participants will learn vital telephone conversation skills that they may instantly apply in their careers.  
  • Improved Confidence: Better practices will increase your confidence in conducting diverse phone situations.  
  • Career Development: Effective communication skills are essential for professional growth and advancement.  
  • Stress Reduction: Better handling of challenging calls can lower workplace stress and increase job satisfaction. 

How your company benefits by sponsoring you to this program?
By sponsoring you to this program, your organization will be able to:

  • Improved telephone communication can result in improved service and increased customer satisfaction.  
  • Enhanced Professionalism: Employees will exhibit a more professional image, reflecting positively on the business.  
  • Reduced Miscommunication: Using effective communication skills will reduce misunderstandings and blunders.  
  • Increased Efficiency: Streamlined call handling methods will boost overall efficiency and productivity. 

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    HERE IS WHAT SOME OF THE PREVIOUS PARTICIPANTS OF THIS PROGRAM HAD TO SAY:

    “We learnt a lot of new techniques which will help us to implement in our organisation”

    “It was brought across to us in a such a way that we have go back and implement”

    BEGINNING OF THE PROGRAM:

    Each participant has to fill in a pre-training need form to ascertain their expectations that can be catered to by the facilitator.

    AT THE END  OF THE PROGRAM

    Each participant has to submit a Post Training Action plan for implementation and to ascertain the Return on Investment.