BUSINESS TELEPHONE ETIQUETTE

Course Duration

2 Days.

Objectives

Participants will be exposed to vital theories on effective communication, interpersonal skills, goal setting and customer service that will provide them the opportunity to realize present pitfalls that could be improved by the use of newly learnt skills. At the end of the training participants will be able to chart out action plans for more effective approaches to handling personal and organizational issues.

Training Methodology

1. Presentation of key topics carefully designed to promote involvement through interesting examination of current corporate practices & the demands on the customer service personnel.
   
2. Team discussions generated through question & answer approaches & exchange of individual experiences.
   
3. Discussion of common current challenges when handling the customer and an analysis for solving these problems.
   
4. Telephone simulation exercises for analysis of call handling strengths & weaknesses.

Who Should Attend

Executives, administrators, officers and those who would like to develop the interpersonal skills to being more effective.

Resource Person

Amita Nandy holds a Masters degree in English. She is a certified instructor for Experiential Learning for Team building and Interaction Management System. Amita has worked in several well known establishment throughout the country and has more than 10 year experience in training. She is currently the managing consultant for Tact Training. Amita has also produced a book entitled 'An Aid to Mastering English'.

Contents

Service Excellence Strategies

• What is Customer Service?
  
• How to win customer satisfaction
  
• Why customer satisfaction decreases
  
• Going beyond satisfying the customer
  
• Setting standards by understanding customer expectations
  
• A customer service strategy-implementing your service plan

Serving The Customer Is A Personal Responsibility

• Communicating to create win-win relationships
  
• Creating the right image
  
• Personal characteristics - thinking "Can-Do"
  
• Developing proactive values through positive habits
  
• Improving your attitude to the customer - Taking ownership
  
• Delighting the customer is a team effort
  
• Listening actively

Customer Challenges

• Challenging Situations - an exploration of common existing challenges
  
• Challenging Behaviours - an exploration of the difficult behaviours to handle
  
• Converting negative situations into positive learning opportunities

Telephone Techniques that Work

• Voice & conversation habits
  
• Speech mannerism that do not work
  
• Presenting professionalism over the phone
  
• The telephone as a communication tool
  
• Effective Call Management
  
• Telephone handling techniques