Phone Etiquette Training - Melbourne

# Phone Etiquette Training Melbourne

**Course Outline**

## Overview

Let's be real about something that's occurring in offices all over Melbourne every day of the week. Someone answers the phone, his heart rate ticks up ever so slightly, and he prays this call goes well. Sound familiar? You're not the only one who thinks that.

Phone communication is one of the most important touchpoints between your Business and your customers – and it's the one we're least trained for. We're all fantastic at speaking in person or online, but the telephone can be a different animal that leaves even the most successful of us feeling unsure.

This complete telephone training curriculum takes on the situations you face every day. We know every call is different, every customer brings their own energy and sometimes you just can't fight technology. Instead of following stiff scripts that don't sound like you, this programme is all about developing your natural ability to communicate while giving you a structure for success.

The program acknowledges that effective phone communication is more than just being polite. It's all about reaching out to the people you connect with, bringing your Organisation to them and making tough conversations easy and even enjoyable. Whether you're new to phone-based customer service or looking to improve skills, this training offers tools to help every conversation be more confident and effective.

## Curriculum Based Outcomes

**Professional Communication Standards** Participants will conduct professional telephone communication consistent with Australian business standards that reflects favourably on their business. This involves knowing how to greet customers, communicating clearly and striking a balance between being friendly and but-too-familiar.

**Call Handling Competence** Learners will competently deal with different types of calls such as putting calls on hold, transferring calls, taking messages and giving calls priority. They will figure out systems to keep track of what they have found and how to follow up there where necessary.

**Resolution and De-escalation** Participants will employ proven strategies to handle tough calls, soothe irate callers, and turn negative exchanges into positive results without sacrificing your personal well-being.

**Technical Communication Skills** Students will develop the technical phone communication skills: involving projection of voice, speaking at an appropriate rate, employing active listening and arranging for clear information taking and delivery.

**Customer Service Excellence** This programme will enable delegates to deliver compelling customer experiences that easily allow customers to get things done, combining with empathy, effective problem resolution and professional service recovery when things have gone wrong.

## What You Will Learn

**Foundation Skills for Professional Communication** You'll learn how to strike the correct tone the moment you pick up the phone, and how to use your voice to convey the perfect balance of confidence and friendliness. Discover actionable tips for clear speech, the perfect speaking speed, and professional salutations that you can use without sounding rehearsed.

**Useful Strategies for Taking Calls** Learn the techniques it takes to manage several calls at a time while keeping track of crucial information. You will learn multiple forms of effective hold, hold techniques that lend themselves to successful customer satisfaction, smooth transfer methodology that doesn't make you feel like your leaving them hanging and a systematic approach to taking a message that leaves no stone unturned!

**CONFIDENTLY MANAGE DIFFICULT CALLS** Learn to manage tough situations with customers who are upset, confused or confrontational. You'll get practice with common de-escalation techniques, learn how to know when and how to draw clearer boundaries, and learn ways to stay calm (and professional!) when the going gets heated.

**Voice and Speech** Learn how to use your voice as a professional instrument. Get tips on how to sound confident even when you aren't, tailor your communication to fit caller personalities, and engage in active listening that makes callers feel heard and appreciated.

**Technology and Workspace Management** Develop effective phone management systems for a bricks-and-mortar environment. You will discover how to organise your workspace so that it runs most efficiently, how to battle technology snafus with grace, and how to keep your cool when equipment refuses to cooperate.

**Recovery and follow through abilities** Learn how to recover professionally from mistakes, how to follow-up effectively, and how to turn a negative interaction into a positive opportunity to deepen a customer relationship.

## Concluding Remarks

It's a deeper level of phone etiquette training that teaches actual effective communication skills. You'll walk away with tangible skills that can be applied right away, great confidence serving in any call capacity, and a toolbox of successful tactics for success in positive customer encounters.

The course takes a well-rounded approach to learning, combining technical development with 'in the field' practice, so you'll be ready to face the real life challenges of every day phone conversations. Your enhanced skills will not only serve your customers, but also your own job satisfaction and career development. Best of all, you will find that good phone communication is indeed a skill that can be learnt and become second nature with a good foundation and practice.