First Class Phone Manners: The Musts of Telephone Best Practices
For many organizations, the call center is the primary and perhaps the only means of communications with customers, so it’s important that we make each conversation count. It all begins with answering the phone properly, making a good first impression, and then advancing the conversation into a positive lasting impression. In this session, you will learn to gain control of the call, ask effective questions, place calls on hold, transfer calls effectively, and close each call successfully. The session will also provide best practices for creating voice mail greetings and leaving professional voice mail messages.
Seminar attendees will learn to:
- Identify the components of an effective opening and what not to do.
- Avoid the most common telephone etiquette problems and wording.
- Practice the recommended techniques for transferring callers or putting them on hold.
- Identify ways to effectively close the call to leave the customer with a positive impression.
- Recognize best practices when relying upon voice mail communications.
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 11 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Attend the nine core sessions in the Frontline Fundamentals Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.