Training Duration: 3 Days / 18 Hrs
• Introduction to the Training:
– The “Telephone Etiquette and Customer Care” training program is designed to equip professionals with essential skills to excel in telephone communication and customer service.
– Ideal for customer service representatives, sales teams, front-desk staff, team leaders, managers, and anyone interacting with clients or customers over the phone.
– The training aims to enhance professional image and credibility, increase customer satisfaction and loyalty, and improve conflict resolution and interpersonal communication skills.
– Through interactive lectures, hands-on exercises, role-playing scenarios, and group discussions, participants will engage in dynamic learning to strengthen their telephonic communication capabilities.
• Training Outlines:
– Fundamentals of Telephone Etiquette
– Understanding the Importance of Telephone Etiquette
– Key Elements of Effective Communication
– Answering Calls Professionally
– Effective Listening Skills
– Tone and Pitch in Telephonic Communication
– Handling Difficult Situations on the Phone
– Advanced Telephone Communication Skills
– Building Rapport Over the Phone
– Customer Care Excellence
– Customer-Centric Communication
– Enhancing Customer Satisfaction
– Handling Multiple Inquiries Simultaneously
• Training Objectives:
– Understand the significance of telephone etiquette in professional settings
– Familiarize with the key elements of effective communication
– Develop skills to answer calls professionally and confidently
– Enhance active listening and empathy while on calls
– Learn to manage tone and pitch for clearer, more pleasant communication
– Acquire strategies for handling difficult or emotional customer situations
– Apply techniques for personalized, customer-focused conversations
– Handle upset or angry customers with professionalism and care
– Practice effective conflict resolution over the phone
– Manage multiple calls or inquiries simultaneously while maintaining quality service
• Who Should Attend:
– Customer service representatives
– Sales and support staff
– Front-desk and call center employees
– Team leaders and supervisors handling client communications
– Any professional interacting with clients or customers via telephone
• Why Attend:
– To improve professional image and telephone communication effectiveness
– To deliver outstanding customer experiences through skilled conversations
– To reduce customer complaints and improve satisfaction and loyalty
– To handle challenging or emotional interactions with calm and professionalism
– To increase efficiency and confidence in managing multiple client inquiries
