Telephone Skills
In a world where the ubiquitous telephone plays such an important role in the customer service/ sales and help desk that an organisation provides, it’s worthwhile to review a few of the basics when it comes to using the phone; especially from the perspective of the employee. Improving telephone skills has many advantages, some of which are:
- Effective telephone use presents a more professional image of the organisation
- Calls become more effective and directed
- Calls will be shorter due to improved service and skill
- Stress is reduced through correct technique and skills
- Satisfaction levels will increase for both parties
- Increased sales.
What you will cover:
- Callers have expectations
- Taking the call answering the phone:
- First impressions
- Communication skills
- Using the correct greeting
- Getting a caller’s name:
- Regaining control / getting people to come to the point:
- Screening calls:
- Putting call on hold:
- Transferring a call:
- Multiple calls:
- Taking messages:
- Persistent callers:
- Dealing with angry callers
- Concluding the call: