Reception and Telephone Etiquette Training – Do more than answer your calls….act on it!

Duration: 1 day

Introduction

In this course we teach you to develop exceptional skills related to working with and talking to others.  This workshop willl help you define and understand call centre strategies.  We will teach you to identify the different types of buying motivation and we also link this course back to our soft skills course methodology by teaching the SMART (Specific Measurable Attainable Relevant Timebound) method to create and attain goals.  Effective communication and telephone etiquette are the cornerstone principles that we will upon.

Course Outline

Component 1: 

Telephone skills and Etiquette

• Introduction to Telephone Communication
• The Importance of Answering Calls in a Professional Manner
• Company Image
• Different Communication Styles
• Elements of speech – Pronunciation

Customer Focus

• A Polite and Friendly Image
• Needs and Benefits of Customer Service
• Cultivating a Service Attitude
• Assisting Customers with Requests
• Handling difficult callers

Communicating on the telephone

• Build Customer Loyalty
• Communicating successfully with the caller
• Telephone Time Management

Technology

• Teleconferencing
• Telephone aids
• Telephone toolkit

Telephone Aids

• Hands-free
• Recording
• Bridges/Conferencing
• Other

Telephone Etiquette

• Good Telephone Manners
• Transferring and holding calls correctly
• Do’s and Taboos

Dealing with Difficult Callers

• Role-Play
• How to handle difficult callers successfully
• Basic Errors
• Constructive feedback

Incoming and Outgoing Telephone Calls

• Effective questioning
• Establishing the caller’s needs
• Listening skills and rapport building
• Create a positive impression of your company

Taking Messages

• Be Accurate and Effective
• Being responsible and accountable

Practical Skills Application

• Action plan to apply learned skills

Component 2:

Business Etiquette and Protocol

• Introduction
• Definition
• Protocol guidelines
• Protocol in the business sector

Business Introductions

• Name Tags
• Titles and Seniority

Ethics

• Do’s and Don’ts
• Punctuality
• Holy and National Days
• Business Cards
• Level of Communication
• Personal Circumstances

Protocol in the Business Sector

• Questionnaire
• General Guidelines
• Company Protocol
• Behaviour
• Being an Ambassador
• Respect
• Confidence and Body Language
• Be Informed
• 5. Forms of address
• Guidelines

Professional Image

• Time Concept
• Attitude and Emotions
• Dress Code
• Relationships

Guidelines for Business Dress Codes

• Classic Styles and Colours
• Hairstyle, Make-up and Accessories
• Dress codes for different occasions

Meeting Protocol

• Purpose
• Punctuality
• Communication
• Documentation
• Facilities
• Safety

Cultural Contexting and Interactions

• High Context and Low Context
• Cultural Commonalities
• Gender Roles
• Non-verbal Communication
• Visual Aids
• Interpreters
• 10. Cultural Guidelines – Gifts
• Exchange of Gifts
• Gift Policy Guidelines
• Presentation of Gifts

Conversation

• Attitude
• Topics for Conversation
• Sensitive Topics
• Cultural Diversity and Respect
• Ethnic Jokes
• Questions
• Listening skills

Ways to be a Good Conversationalist

• Do’s and Taboos

Who should attend this course?

This course is intended for receptionists and employees who work with callers over the phone.

**Quote does not include any exam fees (if applicable)

IMPORTANT ACTION:  Do Not Wait to Improve Your Skills.

Don’t delay.  Skill up at BOTi today.