Telephone Skills: Dealing with Challenging Customers and Conversations
Great telephone etiquette goes beyond a good voice and the words one uses. It encompasses a positive service attitude, empathy and skills in listening, questioning and negotiation. This workshop equips participants with the skills necessary to project a professional image of themselves and the company over the telephone. Interactive methodologies such as role-plays and case studies will be used to provide participants with opportunities for skills practice. Using live recordings, participants will be able to analyze their personal strengths and weaknesses in critical aspects of telephone skills; and pinpoint concrete areas for improvement.
- Elements of telephone etiquette;
- Understanding the formula for customer service;
- The strengths and weaknesses of your voice;
- Projecting a professional image;
- Barriers to phone communication;
Powerful telephone techniques and strategies;
- An outcome-first attitude;
- Standard format for consistency and professionalism.
- Opening the tele-conversation effectively;
- Active listening and pinpointing;
- Message taking and documentation and logging of calls;
- Call prioritization and escalation skills;
- Techniques for negotiating objections and resistance;
- Closing the tele-conversation effectively;
- Handling difficult people tactfully over the phone.
Upon completion of the course, participants will be able to:
- Appreciate how telephone etiquette contributes to a positive image for the company;
- Analyze the job needs to be fulfilled at each stage of a telephone conversation;
- Analyze the strengths and weaknesses of their voice;
- Appreciate how focusing on Outcome-First can change their attitude and improve their telephone skills;
- Practice opening a phone conversation effectively and closing with a positive impression;
- Use active listening and pinpointing techniques to understand the needs of the other party in a phone conversation;
- Have a standard format for consistency and professionalism over the phone;
- Derive guidelines for handling phone conversations where the other party is angry, passive, talkative or demanding.
A combination of group discussion and brainstorming session, use of case studies, engagement in self-analysis/critique, learning from a partner as well as interactive exercises.
“The context and examples given by Caroline are very useful for our daily work. She has also provided very comprehensive notes. Her many stories that relate to her personal experience are extremely memorable and practical. I am happy to attend her courses.” – Serene Koo, Senior Executive for Marketing Communications, The Chiropractic Association Singapore
“I have been to a lot of management courses and this is, by far, the most effective. During the course of the day, I’ve applied Caroline’s concepts and teachings to my current projects — projects that will be much better handled because of today’s workshop.” – Lydia Chiam, Assistant Manager for Office Administration, Public Service Division
“I love the combination of different training methodologies that Caroline uses. She is credible because she knows what works and what doesn’t, and has many good ideas for problems we all face at work. Caroline is not only at an excellent motivator – she is at the top of her game in recognizing how to get the most out of time and to think logically.” – Pooja Sindha, Senior Policy Manager, National University of Singapore
Master Trainer and Management Consultant for Learning and Development: Caroline Dawson
Caroline Josephine Dawson is the Director of CD Training Works, a consultancy firm that offers training solutions to organisations. She has more than 10 years of invaluable experience in teaching business, environmental and technical communication and 12 years in the field of journalism and publishing.
Caroline’s professional work experience as a Corporate Trainer has required her to market the value of her programs and persuade clients to value and understand the urgency of good communication skills in the workforce. She has also conceptualised, produced and delivered courses such as written and oral presentation skills, communication relationship management, business communication, customer service, team-building and administered psychometric profiles, among others. Her experience in working with public and private sector training has become one of her training strengths. Participants of her training courses attest to her motivational, instructional and highly experiential training methodology.
Caroline is also Advisor to the SMGM Foundation, India and Member of the Business and Professional Women’s Association (S) 3rd Chapter and Society of Singapore Writers.