Telephone Etiquette for WOW Customer Service
** SPECIAL ONLINE FEE AVAILABLE UNTIL 22 MAY 2020 ONLY
R2,875.00 (all incl.) per person – See details below. ***
Online Workshop dates 2020:
21-22 May / 8-9 June / 13-14 July 2020
Online Training Hours:
08:30-16:30 which include 2 x 15 min tea breaks and 1 x 30 min lunch break.
SPECIAL ONLINE FEE UNTIL 22 MAY 2020: R2,875.00 (all incl.) p/p
NORMAL Online Course fee: R3,800.00 (R4,370.00 incl. VAT) p/p
Online discount of R700.00 p/p = R3,100.00 (R3,565.00 incl. VAT) for all new registrations received and paid by 22 May 2020. T&Cs apply.
Public Course fee: R4,500.00 (R5,175.00 incl. VAT).
For in-house group bookings and other enquiries, e-mail firstname.lastname@example.org or phone Charlotte at 011: 902-0720 / 062 162 1640.
This course is NQF aligned and some of the Unit Standards covered, are: 7790, 14359, 7865, 14348, 14359. NQF level 4.
The aim of this two-day workshop is to equip delegates in customer related positions to be more productive and professional in the workplace and in dealing with your existing and potential customers as they can make or break the professional image you would like to project to current or potential customers.
Customers demand more and more from support staff every day and they are required to make decisions, solve problems, handle difficult customers and communicate with professionals at all levels. This 2-day interactive course will help prepare them for any and all new demands thrown their way.
The workshop will teach delegates all the skills they need to communicate positively and professionally with both internal and external customers via telephone and / or e-mail. Participants will learn e-mail structure and etiquette and will leave the workshop able to create e-mail messages that are positive, professional, clear, and concise.
Effective E-mail communication:
Are your employees able to communicate effectively in writing? Your frontline staff are the face of your company, so when they are composing e-mail responses, you want the communication to be professional and create a positive customer experience.
Customers today demand world-class service.
Customers will reward companies that provide world-class service by remaining loyal and they will take their business elsewhere if service is mediocre. Every single employee in your company who deals with customers contributes to the image of your company and they are the face and voice of your company. Organisations realise the value front-line employees bring to provide world-class customer service.
Who should attend?
- Customer service representatives
- Receptionists and Frontline staff
- Call centre agents
- Everyone in your organisation who deals with customers, whether internal or external
- Debt collectors
- Office support staff
– Employ effective telephone etiquette
– Answer telephone according to organisational standards
– Answer and process incoming calls according to organisational standards
– Process outgoing calls in accordance with organisational requirements
– Communicate and interact efficiently and professionally with all customers at all times
– Improve listening skills to have better and improved communication skills with customers
– Answer the telephone professionally, clearly and politely
– Efficient transferring of calls and correct way of putting people on hold
– Skills of effective message-taking
– Dealing with difficult customers
– Improved confidence
– The importance of gaining trust and to have integrity
– The ability to provide excellent customer service every time
– Portray a polite and friendly image with more confidence and body language
– Distinguish between Personal vs. Professional Image
– The importance of a professional dress code and image.
– Guidelines on professional business writing skills and e-mail etiquette.
Procedures in Telephone Etiquette and Answering Phones
• Concentrate and clear your mind
• Answer telephone promptly
• Prepare your phone voice
• Be present with your caller
• Always offer your standard greeting
• Think before speaking
Telephone Skills and the impact of professionalism
– The importance of answering all calls in a professional manner
– The impact it has on the company’s image
– Understanding the different communication styles
– Elements of speech such as pronunciation, emphasis, pitch of voice, pause etc.
Ethics, Trust and Integrity
– What if no-one trusts you?
– What is integrity and why is it important?
– The Four Agreements
– Business cards
Professional Image: Personal vs. Professional Life
– Guidelines for professional dress code, styles and accessories
– Building professional relationships
Rules of Communication:
Verbal, Non-verbal and Body Language
– What to know about telephone communication
– Verbal and non-verbal communication
– Importance of good listening skills
– Role of body language in communication
– Building customer loyalty
– Techniques to communicate successfully with the caller
– Telephone time management in order to increase productivity
– Communication barriers and confidentiality.
– Good telephone manners
– Do’s and don’ts of transferring calls and putting people on hold
Professional handling of Incoming and Outgoing Telephone Calls
– Effective questioning techniques
– Find out what the caller really needs
– Excellent listening skills and building rapport
– Maintaining a positive image and impression of your company
Processing Incoming calls
– Placing callers on hold and regularly reporting back
– Transferring Calls
– Screening Calls in terms of policy
– Taking an accurate message
Processing Outgoing Calls
– Preparing yourself and to be accurate
– Making the call
– Leaving a message
– Accurate and effective message-taking
– Importance of correct message-taking and following up
– The Phonetic Alphabet
Defining Business Etiquette
– Definition of etiquette and workplace guidelines
– Titles and Seniority
Etiquette in business
– Impeccable behaviour
– Are you an ambassador for your company?
– Know your company’s products and services
Different Forms of Address
– Know the rules
Customers and why we need to keep them
The ten commandments of great customer service
– Portraying a polite and friendly image
– Needs and benefits of customer service: internal and external customers
– Cultivating a service attitude
– Assisting customers with requests
Dealing with Difficult Customers
– How to handle difficult customers successfully
– Delivering and receiving constructive feedback
– Dealing with internal customers
– Dealing with external customers
– Identifying competitors
– The competitive edge
Identifying & Meeting Customer Needs
– Attitude & Listening Skills
– Forbidden Phrases & Soft Language Skills
Guidelines on Professional Business Writing including E-mail Etiquette
– Professional writing principles
– E-mail etiquette
– Importance of good spelling and grammar
Conversations at work
– Gossiping and what impact it has on your personal branding
– Sensitive topics to avoid