Social Etiquette Skills : Telephonic

Social Etiquette Skills : Telephonic

Phase 01

  • 5 Phases of a Call
    • Opening
    • Needs Identification
    • Collection / Verification of Information
    • Providing Information / Potential Solutions
    • Closing and Next Steps
  • Using PICTURE
    • P – Pitch
    • I – Inflection
    • C – Courtesy
    • T – Tone
    • U – Understanding
    • R – Rate of Speech
    • E – Enunciation

Phase 02

  • Non-Verbal Communication
    • Using non-verbal encouragement over the telephone
    • Tips on body language over the telephone
  • Spoken Communication
    • Improving the effectiveness of communication
    • Structure of communication
    • Questioning Techniques
      • Open-ended questions
      • Closed-ended questions
      • Multiple questions
      • Leading questions

Phase 03

  • Dealing with Different Kinds of Customers
    • Angry customers
    • Talkative customers
    • Gatekeepers
    • Customers who are not interested
    • Customers who are pressed for time
  • Conference Call Etiquette
    • Ground rules for conference calls
    • Making introductions
    • Punctuality
    • Do’s and Don’ts on conference calls
    • Using the “Mute” function