Onsite Instructor Led, "Telephone Etiquette to Create the Right Impressions" Training Program
Fact: 88% of the Customers You Lose Left Because of Perceived Employee Indifference or Rudeness
When you have only one employee to train, this program is also offered via webinars!
One of the most common ways our customers interface with employees is through the telephone. Therefore, having an understanding of telephone etiquette will make a giant difference to your customers and your profits. Your reputation for service depends on how well your staff handles incoming and outgoing calls. 86 percent of the message your customers receive on the telephone is through the tonality of the voice they hear. Only 14 percent of the message they hear are the words used. Our “Business Image on The Telephone” training helps your employees to develop and master the techniques that will enhance your company’s image.
Telephone etiquette is an effective public relations tool for creating a positive telephone experience for your customers. This training includes dynamic trainee/trainer interactions and discussions, written and oral exercises, visual aids, and a proprietary workbook for each participant to take back to the workplace.
Audience: This training program is designed for everyone who deals with customers by telephone – call center agents, customer service representatives and all customer-facing staff.
This training program can include the following topics:
- Assessing your communication skills
- Understanding the customer’s perception
- How your frame of mind affects your telephone persona
- Techniques that create a positive and lasting impression
- Nonverbal communication concerns: attitude, attention, posture,
- Addressing the client: making the client feel special
- Using words that make a difference
- Selecting a cheerful and appropriate greeting
- Communicating when English is your second language
- Improving your listening skills
- Your voice quality
- Preparing yourself to take calls
- Building rapport
- Handling irate clients
All of our onsite training sessions are customized to meet your unique goals and objective and are available in a variety of delivery methods:
- Keynote Presentations
- Onsite Corporate Training
- Distance Learning / Online Training
- Webinars / Teleseminars
- 1/2 Day and Full-Day workshops
We take the worry out of bringing a training session to your organization. Our fee structure is all inclusive for training across the United States and include:
- Phone consultations to customize your trainin gprogram and to ensure we understand your goals and objectives
- A program outline, after the consultation, for your review and approval
- Customization of your program
- Customization of your handouts, delivered to you in PDF file format
- Training delivered at your location
- All travel expenses (air, hotel, car and per diem)
Note: We combine any of our programs to meet your unique training needs - at no additional charge.
Build Your Own Seminar
We can mix and match topics from any of our programs to meet your specific needs. New topics can be added.
If you're interested in this training program for your organization, please contact us.
We have designed hundreds of unique training programs for companies and organizations across the United States that met the needs of our clients in terms of budgeting and expected results. Our process for custom work is handled in four phases: Discovery, Design, Development and Delivery. If you choose to work with us, we'll begin with your initial consultation where we identify your issues, concerns, goals and help you select your training date. .
Our clientele includes some of the most recognizable brands in the world: Abbot Laboratories, Anheuser-Busch, AT&T, Blue Cross Blue Shield, Centers for Disease Control and Prevention (CDC), City of New York, Fidelity Investments, Frito Lay, Hyatt Hotels, Johnson & Johnson, Lockheed Martin, Zurich and others.
I Need Something Else
No company is quite like yours. So, if you have a training need that demands a highly-specific solution, we can help. Customization allows you to align your company’s unique goals to the training.
One-on-One Confidential Training:
This training may be delivered in a variety of ways, including over the telephone or online.
Includes course name changes, minor searchable terminology changes and addition of logos.
Modify our courses to address your organization's specific needs, including modification of role playing and other exercises, cosmetic and terminology changes. Our pre-training analysis aligns course content, activities and examples with your organization's strategies, culture, and objectives to deliver a program tailored just for you.
For more specific or complex training initiatives, our design team can assess your organization's needs, then create a learning solution that is uniquely yours to help you achieve your business goals.
Newly created material to meet your objectives.