Our team was receptive and the activities were fun and engaging. Training focuses on the basic guidelines for answering the phone, how to portray a positive image, improving voice characteristics and communication skills, basic telephone etiquette, tips for voice mail messages, and other methods for more effective use of the telephone. Charles’ way of teaching was pleasant, exceptional, superb, and commendable. I look forward to another opportunity to work with you, you were an absolute delight.”, “In each of the sessions that ZMC has hired Business Training Works, I have learned something new — even with the same topic. Do they listen well? Don’t answer your phone while in a meeting or interview. Dealing with customers’ needs, wants, and frustrations can lead to unnecessary stress and frustration. Live workshops delivered by a certified Phone Skills Trainer® Master Facilitator. Your phone behavior can dictate what your customers think of your company. Never interrupt. 5. A workshop leader who sells products during class time. I highly recommend Shawn and this course, ‘How to Interview and Hire Well’.”, “Kate was a refreshing start to 2020! By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of your career. Smile. My department will speak well about this course for a while. I am looking forward to working with them again!”, “Pamela Sumner is professional, warm, and highly educated. A partner who will ask questions about your goals and objectives. What we do, how we act, how we present ourselves all feeds into that and our ultimate success as sales professionals.”. Our phone skills training helps people to understand the needs of customers and use the phone in an effective way Ask yourself the following about your telephone skills? Everyone valued the ‘informalness’ of the key note. Telephone Skills Training Programs The Phone Skills Trainer® is a suite of telephone skills training resources designed to create the best possible customer experience over the telephone. Course Targets: Recognize the distinctive parts of phone language The Phone Skills Trainer® is a suite of telephone skills training resources designed to create the best possible customer experience over the telephone. Telephone Skills Training Want to encourage repeat business, better customer relationships, and strong word-of-mouth about your company? We all got a lot out of the training and hope to have him back again for follow up.”, “Business Training Works made this project extremely easy for me. A local college or university is an excellent starting point when searching for a telephone etiquette training program that is best for you. Shane S., General Manager, Aero-Flite, Inc. Liz B., Manager, Duluth Public Works and Utilities. The one main piece of feedback I got was they wanted more time.”, “We cannot thank Stefanie enough for the fabulous presentation she delivered to our reception staff and directors of housing. Offer best practices for greeting customers and setting a positive tone. The meaning of Telephone Etiquette can sometimes be difficult to describe. Thank you for all your support and value you brought this team. Telephone Skills Training, Phone Etiquette Training, Etiquette Training Very informative and interactive. The sense that you are a number, a transaction, or a cog in a machine. In this unit, participants will learn phrases that convey professionalism, warmth, and helpfulness. Not only did they customize content for us, but they delivered it well and provided a great train-the-trainer session. Do they understand what makes the person on the other end of the telephone tick? The executive team and I have literally had people coming up to us all week talking about how excited they are for the future, how they believe in where we are headed, and thanking us for what’s being done. Develop an action plan to improve customer-service skills. Robyn M., National Inside Sales Manager, U.S. Tsubaki, Geri T., VP Human Resources, Hamburg Süd NA. A talking head with a PowerPoint presentation and not much else. They will learn how to screen calls without putting people off; find out what to say instead of, “Hold, please;” practice taking accurate and effective messages; understand questioning techniques that get to the root of customer concerns. Points covered during this session include managing talkative callers without being rude, making statements that indicate a conversation is over, and leaving effective voicemail messages that prevent telephone tag. She is definitely an asset to BTW.”, “A pleasure doing business with Business Training Works on our seminar.”, “Pamela is awesome. Success with Etiquette™ Professional Telephone Etiquette and Customer Service Syllabus: Principles of Telephone Etiquette Impact of First Impressions This introductory lesson covers the factors that produce great service and those that ruin an interaction with a customer. I learned to approach patient care differently seeing patients as different and not “difficult.” I took away key points and different strategies to use in my interactions with patients, just a matter of finding the time to make adjustments and implement these changes.”, “Thank you for yet another great presentation. He was fun, knowledgeable, and engaging and had our large group of 50+ people laughing and participating right up until the 5:00 PM end time. Set a professional-sounding ring tone. When using our own professional trainers, spaced learning is typically cost prohibitive – few companies can afford to pay an outside trainer to travel and deliver a 40-minute workshop, once a week for six weeks. We really, and I seriously mean this, enjoyed him. I am in business development and while I consider myself to be somewhat refined/savvy, I walked away with so many things to up my game while with clients and the number one lesson and tie back point is that it is 100% about making the client feel comfortable and special. Using real-world case studies, participants will learn in this portion of the training how to interact effectively with angry customers, complaining customers, customers who try to take advantage of the organization, and other troublesome people. I had many people who were in the session tell me that they enjoyed it.”, Telephone Customer Service Skills Training, Carole M. Manager, Laboratory Inspection Training Program, Cement and Concrete Training Laboratory, Training Participant, Major US Insurance Company, Rachel H., Director, Nurture Nature Foundation, Maria F., Learning Consultant, Independence Blue Cross, Alexandra N., Training & Development Manager, Simon Kucher & Partners. Leaving a Positive LAST Impression It was truly an effortless experience for us!”, “Stefanie was upbeat, engaging, and relatable. There's no quicker way to distinguish your brand than by treating customers with great care and respect. He was a very motivated and inspirational speaker. I know we had a short amount of time for the training but I know I found it valuable and I think the rest of the group did too.”, “Phillip was a great presenter. ”Excellent” according to our chairman. She has that perfect blend of knowledge, credibility, and personal skills to deliver very effective training across a wide variance of personalities.”, “Pamela was very engaging. During this program, participants will learn the basics of customer service, how to project a polished phone image, demonstrate proper telephone skills through practice activities, and leave with the tools to present an image that reflects confidence, credibility, and capability. Kaisha W., HR Training Coordinator, Natgasoline LLC. We had plenty of great feedback from fellow colleagues regarding the presentation, and we’ve already had individuals implementing information they learned from the presentation. “Shawn was an excellent facilitator. Be it gum, candy or just finishing lunch. Give practical advice for dealing with difficult calls and callers. Lecture-based training that’s too academic, not practical, and doesn’t connect to life in the workplace. This discussion teaches participants how to leave a lasting impression that makes callers want to call again. He is the greatest facilitator I have ever worked with!”, “I liked that fact that we were kept busy – it never got boring.”, “I wanted to reach out to you regarding Phillip and what wonderful experience it was for our teams to have him as our facilitator for the team building and cross-cultural communication course last Friday. We were all engaged in the topics. Activity A: Phone Etiquette Worksheet An EEO/AA employer, University of Wisconsin-Extension provides equal opportunities in employment and programming, including Title IX and American with Disabilities (ADA) requirements. Knowing the proper etiquette and procedures for speaking with someone on the telephone can show a great deal of professionalism as well as social knowledge. Where can I go. Our comprehensive telephone training courses cover professional telephone techniques and call handling etiquette, with an emphasis on customer service. As a business leader, this time period is truly a career highlight for me. Not all customers are easy to deal with. Learn More Keynotes & … Myla was wonderful and our team really appreciated the opportunity to work with her.”, “Pamela was a gem! With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. Where can I find a customer service workshop targeted to employees working on the telephone? He got rave reviews from the participants.”, “I have been in several training sessions, and I have to say this has been the best one. We really enjoyed it. We would love to have him back!”, “Phillip, you are the best! Learning about my own communication style was invaluable and I truly believe that I am going to use this information for the rest of my professional career.”, “Myla was very professional and brought subject matter expertise to the training. Telephone Etiquette Training provides the skills necessary to have productive and impactful conversations. Apply techniques for dealing with angry or upset customers by successfully answering case studies. The telephone is a microphone. Each module delivers 15-20 minutes of training per day, over a period of 5 to 10 days, depending upon the module. She really shared her talents and experience freely, and provided what was needed to reset our team dynamics.”, “We had an amazing day today! After our class he took the time to look over the questions we use during our interview and provided positive feedback. There are no hard and fast rules that can be applied with absolute precision to every company, but here are five general […], As you consider implementation of a Phone Skills Trainer program, it is important to keep in mind that this program is NOT […], In order to ensure that your call center customer service training has a real impact on your CSRs and truly delivers a […], Implementation Plan As you consider implementation of a Phone Skills Trainer program, it is important to keep in mind that this program […], © 2021
Shawn Doyle is a great presenter, and teaches you just by presenting himself.”, “Eduardo was an excellent facilitator. Start by training your team member from the beginning of a call. We’ll cover the solid, professional customer service techniques that are vital for anyone in a phone intensive environment. In this e-learning module, you'll learn basic telephone etiquette skills including learning how manage the call from beginning to end including professionally greeting the caller, building rapport during the call, expressing empathy when needed, showing appreciation to the customer for calling and ending the call in a professional manner. Participants will be able to communicate consistently in a positive manner and have a thorough grasp of proper call center telephone etiquette. How you conduct telephone communications is a reflection of your professionalism and competence. The only thing that should be in our mouth when you’re on the phone is your tongue. Course Description This e-learning course teaches students the importance of telephone etiquette and the role it plays in creating a favorable impression on customers. Thank you both for a great experience!”, “Greg was awesome! I saw people taking notes that I never would have imagined would be engaged. Looking forward to the LA workshop next month.”, “It was a positive experience to have this training, very useful to understanding myself as a provider and patients. Entree Phone Etiquette Section 1: Placing or Receiving a Professional Telephone Call If you are answering a professional call, Explain the importance of a positive attitude in delivering good customer service. She even kept the momentum going through an unexpected room change towards the end of our session. In this section, participants will learn how to use language so that their messages will be better received during customer interactions. This spaced learning has proven to be highly effective when using internal trainers. More business opportunities are lost due to poor phone service and poor telephone treatment than poor products. The greeting and the speed that the phone is picked up can determine the customer's overall impression of the experience. Her style translates to small groups as well as large formal settings. Business Etiquette Training Programs From our years of experience facilitating business etiquette courses, we know a dynamic program can give a team an added advantage in the workplace. Workshop Objectives As the first line of defense, your telephone skills can make or break your company. The Tuesday workshop was phenomenal! be to have simple telephone etiquette. Please contact us to speak with a facilitator about your needs and bringing training to your organization. As part of your training program, we will modify content as needed to meet your business objectives. 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