Professional Telephone Skills


In the workplace, you use the telephone to communicate with customers, colleagues, superiors, suppliers, and others-in short, with everyone with whom you have a professional relationship. In some cases, such as when working with customers in other locations, the telephone is your primary channel for communication.


The impression a telephone caller forms when they first contact your Office can have a direct influence on your success. The busy secretary or receptionist can quickly adopt attitudes and habits on the telephone that are, to say the least, discouraging to your Clients. The success of your business relationships therefore depends on your phone skills. The Telephone Skill level of everyone who interacts with clients can be just as important to their success as the quality of their Professional Services.


The "Professional Telephone Skills" Training Program can be offered to Corporate Clients, SMEs, Colleges, Private and Public establishments across India. All our programs are customized to suit the participants' training needs. A detailed Training Design Document will be sent before the implementation of this training program


Ideal Duration

1-2 days

Key Learning Points:


Emotional trigger words to avoid


Steps to disarm angry callers and reach a positive solution


Subtle ways to find out what a stumbling or indecisive caller really wants


Questioning techniques and forbidden phrases


Techniques to Identify, understand and satisfy customers' needs


Assertive, passive and aggressive behaviours


Positive Language


Solutions vs. Problem Orientation


Learning Areas from this Training Program


Active Listening


Telephone etiquette and tone of voice


Communication barriers and communication models


Constructive language


Critical points to ensuring a positive manner


Overcoming objections


Practical steps from start to finish


Ideal or Useful for:


Customer service staff


Receptionists


Administration staff


Sales staff at all Levels


Ideal Group Size

15 Participants

Session Plan


Disclaimer: Bodhih Training Solutions Pvt. Ltd. does not necessarily hold the copyright or patent for various concepts included in its training programs. Information presented in this website is a compilation from multiple sources, organizations and their websites who we attribute credit to.