Telephone Skills and Call Handling Essentials Course Code: CC-029

Telephone communication skills and call handling etiquette are essential for every person who answers the phone or makes calls to customers, since this specialist creates a particular image of the organization. Apparently, you want this image to be as good as possible. The ability to solve problems and tasks effectively determines professionalism both of your organization and a person who interacts with customers, your call center specialist must know how to control a conversation over the phone. Telephone skills are one of the most in-demand ones in the business world. However, undertrained people who handle calls poorly can cost your business a significant amount of money.

This telephone skills course provides the necessary knowledge required for everyone who makes and answers calls on behalf of the organization. Throughout this phone skills training, attendees will learn how non-verbal impacts their voice, how to use it to their advantage, and how to master their voices to get results they want from this type of communication. Participants will explore how they should structure a call and ultimate techniques to control conversation over the phone. Both handling incoming calls and making outbound calls will no longer be an issue after this telephone skills training. At the end of the course, we cover the best practices of coping with concerns, objections, and complaints that are accompanied by techniques on how to deal with anger and prevent escalation of the conflict.

Receptionists, call center agents, support and administrative staff and people who spend most of their days speaking on the phone will find this telephone techniques training beneficial and can expect the following objectives to be covered:

• Learn how to handle calls of any difficulty with professionalism and confidence
• Practice the voice techniques to improve the effectiveness of your communication over the phone
• Know how to structure your telephone communication to handle a call with professionalism
• Improve your questioning techniques for better control of the conversation
• Become a master of coping with caller’s objections, and complaints

• Front Desk Executives and other Personnel
• Receptionists
• Administrative Professionals
• Customer Service Agents and Staff
• Call Centre Staff
• All staff who communicate with internal and external customers
• Anyone who wants to improve telephone skills and learn how to handle calls professionally

• Handle a customer’s concern or objections more effectively
• Be able to get or deliver required information concisely and precisely
• Become an exceptional front line for your organization
• Practice the best techniques for handling complaints on the telephone
• Boost your confidence and reduce fear in dealing with all types of callers
• Identify the verbal, non-verbal and vocal aspects of telephone skills
• Adjust your language and voice to different scenarios and callers
• Learn how to adapt to the caller’s communication type for better results
• Master your listening and questioning skills to advance your call control
• Understand how to handle and manage the angry caller
• Deliver excellent customer service to make your organization stand out

• Fundamentals of telephone skills
  • Definition of telephone skills
  • Importance of professional telephone techniques
  • Benefits of telephone etiquette
  • The key challenges of telephone communication
• Importance of Non-Verbal Aspect in Telephone Communication
  • The importance of good first impressions
  • How your posture influences your speech
  • Effective use of facial muscles
• The Factors of The Voice For Effective Telephone Communication
  • Power
  • Pitch
  • Pronunciation
  • Pace
  • Emphasis
• Structured Approach to Answering the Telephone
  • Telephone guidelines and best practices when handling a call
  • Call structure and language
    • Call greeting
    • Building rapport as an effective means to gather information
    • Call development
    • Call goal realization and success
    • Call closing
  • How to deal with transferring and putting callers on hold
• Ultimate Communication Skills for Flawless Call Handling
  • Best techniques to control a call
  • How listening can help you and the most effective listening techniques
  • Questioning techniques
    • What are the open questions?
    • What are closed questions?
    • Funneling Technique
  • Developing ability to achieve objectives and solve tasks and problems effectively
  • Recording information - taking accurate messages
  • Developing empathy
  • Stress management and how to stay calm when the temperature is rising
  • Delivering great customer service every call
• Making Outbound Calls Professionally
  • Guideline how to make successful outbound calls
  • Sales through service
  • Making the most of the opportunity with the customer
• Leveraging the Use of Different Communication Styles
  • Key differences in communication styles
  • Understand your own communication style
  • How to be more flexible and adjust your style to others
• Handling Caller’s Concerns, Objections, and Complaints with Excellence
  • Foresee and diffuse caller’s concerns
  • Be prepared for the most common objections
  • How to respond to customer concerns and objections
  • Dealing with emotional callers - move the caller to the logical side of the brain
  • Practices to deal with anger
  • Techniques to prevent the escalation of the complaint
  • The service recovery paradox