Course Overview:
The Telephone Mastery course is designed to enhance participants’ telephone communication skills and equip them with the knowledge and techniques required to provide exceptional customer service over the phone. This course focuses on developing effective communication strategies, improving active listening skills, and handling challenging customer situations with professionalism and empathy. Participants will learn how to create positive experiences for callers, enhance customer satisfaction, and contribute to the overall success of their organization.
Learning Objectives:
- Develop Effective Communication Skills: Participants will learn the principles of effective communication over the telephone, including clarity, tone, and language choice. They will explore strategies for building rapport, engaging callers, and conveying information efficiently and professionally.
- Enhance Active Listening Skills: Participants will understand the importance of active listening in telephone conversations. They will learn techniques to improve their listening skills, such as paraphrasing, summarizing, and asking clarifying questions. This will enable them to better understand customer needs and provide appropriate solutions.
- Handle Challenging Customer Situations: Participants will acquire the skills to handle difficult customer situations with confidence and professionalism. They will learn techniques to manage angry or upset callers, de-escalate conflicts, and turn negative experiences into positive ones. Participants will also explore strategies for effectively handling complaints and resolving customer issues.
- Provide Outstanding Customer Service: Participants will gain insights into delivering exceptional customer service over the phone. They will learn how to personalize interactions, anticipate customer needs, and exceed expectations. Additionally, participants will understand the importance of empathy, patience, and problem-solving to create positive experiences for callers.
- Master Telephone Etiquette and Call Management: Participants will be introduced to telephone etiquette best practices, including proper greeting, call routing, and effective call closure. They will learn how to manage multiple calls simultaneously, prioritize tasks, and handle voicemails and callbacks efficiently.
Target Audience: The Telephone Mastery course is suitable for professionals who frequently engage with customers over the phone, such as customer service representatives, call center agents, receptionists, sales representatives, and anyone responsible for handling incoming calls. It is also valuable for individuals who wish to improve their communication skills and provide outstanding service in a telephone-based environment.
Course Outline: Telephone Mastery: Effective Communication and Customer Service
Module 1: Introduction to Effective Telephone Communication
- Importance of telephone communication in customer service
- Key principles of effective telephone communication
- Building rapport and establishing a positive tone
- Language choice and clarity in phone conversations
Module 2: Active Listening Skills
- Understanding the role of active listening in phone conversations
- Techniques for improving listening skills
- Paraphrasing, summarizing, and asking clarifying questions
- Empathetic listening and understanding customer needs
Module 3: Handling Challenging Customer Situations
- Dealing with angry or upset callers
- Strategies for de-escalating conflicts
- Turning negative experiences into positive ones
- Effective complaint handling and problem resolution
Module 4: Providing Outstanding Customer Service
- Personalizing interactions and anticipating customer needs
- Exceeding customer expectations over the phone
- The role of empathy and patience in customer service
- Problem-solving techniques to address customer concerns
Module 5: Telephone Etiquette and Call Management
- Proper telephone greetings and introductions
- Call routing and transferring calls efficiently
- Managing multiple calls simultaneously
- Effective call closure and next steps
Module 6: Role-Play and Practice Sessions
- Interactive role-playing exercises to simulate real-life telephone scenarios
- Providing constructive feedback and coaching
- Practicing effective communication techniques learned throughout the course
Module 7: Review and Recap
- Reviewing key concepts and strategies covered in the course
- Sharing success stories and lessons learned
- Creating action plans for implementing skills in the workplace
Feedback
Rafael Pourgourides
“In every course I attended, they all helped and made sure that I was going to get where I needed to go,”. “From the director all the way to the teachers, they all want you to succeed.”
Andreas Petrou
I couldn’t imagine how much attending the Ethical Hacking course at SCP Academy would help me in my career. After that I asked for more and I knew who could help me. Having also completed the Java and WordPress courses I want to say that learning never stops and this is what SCP Academy has taught me.
Marios Zindilis
SCP Academy was the key for me to open new doors in my career, leading me down paths I would never have thought of. Apart from Knowledge I have been taught to value persistence, to be curious and to focus on specific and timely goals, both in career as well as in life.
Marios Kairinos
I attended my first course in 2015 with the dream of becoming an IT professional. I have registered for the MCSA course and since then I have never stop learning. I have completed successfully the Azure and Office 365 courses which helped me find my dream job. Now I can ask for more and I know who can help me take them.
Evagoras Pourgourides
SCP Academy helped me learn more than I could ever imagine. The courses enriched me with knowledge and professional skills that i use in my job
Alexandros Louca
Following my passion for technology was one of the best decisions I ever made. In SCP Academy I have found and attended courses that advanced my career to the next level.
Giota Achilleos
SCP academy was the key for me to step to success. Regarding the knowledge that I gained from the university the academy offered to me more skills to succeed my goals and my dreams. SCP academy has offered to me professional courses that helped me to start my new career in Malta.
Course Features
- Lectures 0
- Quizzes 0
- Duration 60 hours
- Skill level All levels
- Language English
- Students 10
- Certificate No
- Assessments Yes
