Proper telephone etiquette is essential in a business context. Telephone calls usually are the first point of contact with customers. It can either make or break a business transaction. Answering a business call at your workplace involves a different approach relative to a regular, non-business call. When a call is answered professionally, courteously, and warmly it gives the customer an overall impression of the business.
Telephone etiquette is a basic part of customer service. It is more than the basics of how to answer the phone, properly transfer a call, interrupts a caller, and a call, leave a voicemail message, furthermore creates voicemail greetings. If you aren’t courteous, prompt, moreover know you are not giving your client any incentive to come back. Speaking incoherently and illegible, playing music in the background or speaking rudely to them can seriously damage reputation. Hence learning proper business telephone etiquette is important.
With the growing significance of customer service in every industry, telephone etiquette becomes even more relevant. Lack of telephone etiquette results in poor customer service, the rise in complaints including loss of business too. Having good telephone etiquette is the starting point for providing a great customer experience. So getting proper trade communications behavior is necessary. It also contains a set of stiff cards for learners to make up their own situations as well as information templates. Learners can roleplay situations and practice their telephone answering skills.
With the GroomX telephone etiquette training you will learn:
- Important aspects of voice during the call
- Structure your communication in the different phases of the call
- Listening and questioning techniques
- Importance of non-verbal communication over the telephone
- To deal with different kinds of customers
- Conference call etiquette
We follow the coaching approach. The 1:1 training is proven effective as you get desired skills while getting specific detailed feedback. You can get your specific needs addressed which is not possible in a group setup.
We use a combination of powerpoint presentations, role plays, games, activities, case studies also discussions as well as enhance the training effectiveness.