21-04-2025 - 25-04-2025	3500	دبي

Course Introduction:

This course is specifically designed for people who spend at least 50% of their time on the phone with customers. Poor telephone handling can be very expensive for your company, both in lost image and lost money. Millions of dollars are lost in the Gulf every year because of poor handling of customers by staff on the telephone. In one example, we tell a real life story of how a company lost over 5 million Dirhams because of poor telephone skills by a member of staff who did not know how to deal with a customer! Customers who are well handled will call again and bring you more business. Bad telephone technique, and poor customer care, will lose you customers. It costs you approximately eight times as much to find a new customer, compared to keeping an existing one. This course is essential if your staff have not been trained in effective telephone skills. It teaches the correct methods of proper telephone handling, in an enjoyable and highly participative program.

Course Objectives:

· To learn the key skills of good telephone manners and how to handle different types of callers

· To identify correct and incorrect telephone standards for dealing with calls

· Learn 8 essential skill in handling good telephone skills

· To demonstrate and practice how to be effective on the telephone – role play

· To understand how each individual using the telephone contributes to the company's overall image

· Learn skills from video and role play on Telephone skills

Who Should Attend?

All staff who directly, or indirectly, communicates with internal and external customers, and who need to improve and develop their telephone answering techniques.

Course Outline:

· Telephone Etiquette

o Creating standard salutation for the organization

o Practice – review and establish

· Communicating By Telephone

o Effective 10 Top methodology

· Professional Telephone Handling

o 8 Essential telephone skills

· What Annoys You On The Telephone?

o Video – Review and Learning point

· How Does A Company Improve Its Telephone Technique?

· Answering Incoming Calls Professionally

o Role play – review and assess

· Creating A Positive First Impression

· Communication
> How Do We Communicate?
> Questioning Techniques
> Listening Skills
> Creating A 'Telephone Charter' For Your Company
> Handling Difficult Callers
>Dealing With Complaints In A Professional Manner

· Quality Service

o Exercise and review

· Who Is The Customer?

o Exercise and review

· Delivering Extraordinary Service On The Telephone