This course for people delivering customer service over the phone will: If your organization’s telephone presence is less than top notch, people will likely judge your employees as rude, uncaring, unprofessional, and uninterested in their business. More business opportunities are lost due to poor phone service and poor telephone treatment than poor products. Michael O., Staff Relations Representative, The Cheesecake Factory, Business Etiquette, Civility, and Professionalism, Leadership for Customer Service Leads, Supervisors, and Managers, Critical Thinking and Problem Solving in Customer Service. This spaced learning has proven to be highly effective when using internal trainers. We would love to have him back!”, “Phillip, you are the best! 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. Lauren L., Instructional Designer, Chick-fil-A,Inc. Interactive facilitation conducted by someone who has a deep understanding of adult learning and the topic at hand. She started on time, and the time flew by.”, “Both sessions went great. Upon request, we will provide you with a copy of the participant materials prior to the session(s). It was truly an effortless experience for us!”, “Stefanie was upbeat, engaging, and relatable. Pamela was able to create a curriculum that completely met our needs on such a short timeline. 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. In many cases, if the phone rings more than three times, it is … Do they listen well? In this section, participants will learn how to use language so that their messages will be better received during customer interactions. Friendly? Just request a free preview to learn more. The telephone is one of the most important pieces of communication equipment and is often the first interaction a patient will have with a physician’s office. All rights reserved, How to Implement the Phone Skills Trainer Program, The 7 Critical Telephone Customer Service Skills. 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? Kate’s energy and willingness to meet as many of the attendees as possible and her ability to quickly build a rapport with folks established credibility and a safe environment. Whether making or receiving business calls, always use proper telephone etiquette. 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. Demonstrate the proper way to greet, transfer, and place callers on hold. I highly recommend Shawn and this course, ‘How to Interview and Hire Well’.”, “Kate was a refreshing start to 2020! 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. Everyone was enthusiastic and we learned so much. The meaning of Telephone Etiquette can sometimes be difficult to describe. I saw people taking notes that I never would have imagined would be engaged. She is definitely an asset to BTW.”, “A pleasure doing business with Business Training Works on our seminar.”, “Pamela is awesome. TIPS & TRICKS FOR TELEPHONE ETIQUETTE The telephone is one of the most important and commonly used tools in business. 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. Success with Etiquette™ Professional Telephone Etiquette and Customer Service Syllabus: Principles of Telephone Etiquette Impact of First Impressions Moments of reflection, laughter, and engagement made this a great FLAG kickoff to the year!”, “The course has been tremendously helpful to my staff, and I am very grateful for Regina’s knowledge and generosity. List the benefits of providing outstanding customer service to both internal and external customers. Participants will be able to communicate consistently in a positive manner and have a thorough grasp of proper call center telephone etiquette. 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. Provide suggestions for active listening and effectively questioning others. 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 We offer training in the District of Columbia and the following US states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming. The role of etiquette has changed over the years. Thank you so much for the quality of training and attention to detail. Charles’ way of teaching was pleasant, exceptional, superb, and commendable. The feedback I got from my staff was that it was useful not only in work but in their personal lives as well.”, “We did enjoy the class and yes, I am excited to work with you to bring in more. My staff needs help to give customer service over the phone. Typically this workshop is presented in a series of 6 “mini-modules” each lasting less than 40 minutes and delivered over the course of six weeks. 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. He asked participants to share their stories, and he respectfully critiqued them using this technique as a teaching tool.”, “Kate rhymes with great, and that’s what she was. He was fantastic, and I have received great responses from the participants about the training!”, “I’m usually quiet in group discussions, but I enjoyed this course so much, I participated quite a bit.”, “I just wanted to send out an email to express our appreciation for the service that Greg provided. This Program sets out to provide a stream of ideas to improve awareness and provide the basic tools to achieve effective results on the telephone. Don't interrupt a complaining customer. Everyone really liked Phillip and enjoyed the course.”, “Our customer service manager of 21 years stated that this training was the best and the most relevant class she attended in her career.”, “I LOVED Kate. Don’t place your phone on top of the table while in a meeting. Thank you, Greg!”, “As I sit here listening to Laurie, I am thinking that we couldn’t have asked for a better facilitator!!! So our internal trainers typically deliver all six modules during a half-day of full-day training session, then provide reinforcement tools to keep the training alive for the long term. Outside the realm of texting and emails, many people still use the telephone as a primary source of communication. Give practical advice for dealing with difficult calls and callers. I am looking forward to working with them again!”, “Pamela Sumner is professional, warm, and highly educated. As always, the team loved the session, and I’ve been hearing great feedback. As part of your training program, we will modify content as needed to meet your business objectives. She even kept the momentum going through an unexpected room change towards the end of our session. The displayed business in organizations is a sign of the desire of the telephone etiquette staff and the ability to help customers efficiently – both internal and external. 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. Please contact us to speak with a facilitator about your needs and bringing training to your organization. be to have simple telephone etiquette. Not only did they customize content for us, but they delivered it well and provided a great train-the-trainer session. The important aspects of phone etiquette involved in our telephone etiquette and soft skills training have a major impact on customers. Entree Phone Etiquette Section 1: Placing or Receiving a Professional Telephone Call If you are answering a professional call, What we do, how we act, how we present ourselves all feeds into that and our ultimate success as sales professionals.”. Everyone valued the ‘informalness’ of the key note. This introductory lesson covers the factors that produce great service and those that ruin an interaction with a customer. I would definitely recommend Thomas to anyone looking to enhance their team with etiquette training.”, “Thomas Farley’s facilitation of the storytelling module was very engaging and effective. At the program’s conclusion, participants will have an understanding of what makes a good customer-service experience, how to deliver excellent customer service over the telephone, how to deal with difficult customers, and how to take care of themselves while helping others. Your flexibility from first contact was very valuable – we appreciate your willingness to participate in multiple teleconferences to align with KMG. Leaving a Positive LAST Impression Who offers a phone customer service seminar? Learn More Keynotes & … Improve the job satisfaction of your customer service representatives. Rule #1: EMPTY YOUR MOUTH BEFORE YOU PICK UP THE PHONE! However, in all seriousness the course was facio delicias and nuntiisque (fun and informative in Latin). We sincerely appreciated all of Stefanie’s hard work delivering a quality presentation to a diverse group of individuals.”, “Stefanie is knowledgeable, credible, fun and engaging as a facilitator.”, “We also appreciate how well prepared you (Phillip) are, and that the subject matter is addressed in substantive way that has real impact. Our team is very happy with the training and the content that was presented. He kept the class moving forward and kept us all engaged and participating. We were all engaged in the topics. For information about pricing, please see our, For instructor-led webinars, take a look at our, For information about self-paced courses available to anyone, visit our. Telephone etiquette remains important for children and adolescents to learn. 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. 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. With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. Your satisfaction is guaranteed, and we are confident that these training tools can help your organization: Only the Phone Skills Trainer® provides a training structure that minimizes CSR downtime while at the same time improves the retention and mastery of new service skills. She really shared her talents and experience freely, and provided what was needed to reset our team dynamics.”, “We had an amazing day today! They were informative and very interactive and Myla was able to engage the participants throughout the entire presentation. As the first line of defense, your telephone skills can make or break your company. With our Telephone Etiquette course, you will discover the importance of developing professional phone communication skills. I am always impressed when a facilitator can keep a group engaged and involved WITHOUT using PPT and Greg did just that with his handouts, flip charting, storytelling and mixing up activities at table groups, teams, and with partners. If you have internal employees who can effectively deliver interactive training, we can provide a Facilitation and Coaching Guide, Participant Workbooks and other reinforcement tools to help your staff deliver a first rate, effective Phone Skills Trainer workshop. Our team was receptive and the activities were fun and engaging. Our flagship offering is the 6-module Complete Training Library, a powerful collection of highly effective online training courseware. We are going to adapt some of our training procedures to fit his suggestions.”, “Pamela did a great job of engaging our participants in the training. Explain the importance of a positive attitude in delivering good customer service. Recommend techniques for wrapping up calls and measuring customer satisfaction. Telephone calls usually are the first point of contact with customers. Do they understand what makes the person on the other end of the telephone tick? We really enjoyed it. Kaisha W., HR Training Coordinator, Natgasoline LLC. The only thing that should be in our mouth when you’re on the phone is your tongue. From all accounts, it was a productive, engaging, and substantive experience from which participants were able to glean significant professional insights and lessons for best practices in their field.”, “The training was amazing! Apply techniques for dealing with angry or upset customers by successfully answering case studies. Understand and identify different behavioral styles and adapt as necessary. Telephone Etiquette Training provides the skills necessary to have productive and impactful conversations. Live workshops delivered by a certified Phone Skills Trainer® Master Facilitator. A proven series of skill-driven training videos which cover the spectrum of customer service, customer success, client retention, help desk, telephone training and call center skills. My department will speak well about this course for a while. We’ll cover the solid, professional customer service techniques that are vital for anyone in a phone intensive environment. 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. Using proper etiquette is essential when you do business on the telephone. 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. It can be hard not to do this, but train your … Thanks for your training.”, “Thank you again for working with us last week. Etiquette 101 is an overview of today's etiquette rules, updated for today's fast-paced lifestyles and ever-changing codes of conduct for work and leisure. Correct telephone etiquette also reflects well on the organization. People behind the scenes who will work to make our relationship a success. Fantastic result overall – thank you so very much!”, “The workshop was appreciated very much, and you (Stefanie) were indeed a big hit. Callers are able to hear when … Multitudes of businesses, companies, and departments use telephones in their work every day; however, most of us don’t think of the telephone as a tool, and as a result, accidentally misuse it. Do the people who answer your phone appear empathetic? Cellular phone etiquette: Respect quiet zones. Charles is a great teacher, I would like to have him teach them.”, “Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. A partner who will ask questions about your goals and objectives. Jim D., Plover Plant Manager, Ingredion Inc. Helen J., Mission Systems, Collins Aerospace, Gina J., Executive Analyst, City of Klamath Falls. I feel like we all took something positive away from the course which is all I can ever ask for.”, “I heard a lot of positive feedback and several people approached me about your contact info for following up. Scherriea K., Senior Human Resources Officer, Grand Bahama Shipyard Ltd. Workshop Participant, Knowles Corporation, Valerie R., Employee Training Specialist, U.S. Department of Justice. 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. Loved every minute and the fun interactive aspect of our workshop exceeded my expectation. Shane S., General Manager, Aero-Flite, Inc. Liz B., Manager, Duluth Public Works and Utilities. Where can I go. Rave reviews all around!”, “Phillip was engaging and professional. 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. What is Telephone Etiquette Training? A local college or university is an excellent starting point when searching for a telephone etiquette training program that is best for you. The training session concludes with a presentation of stress-management techniques that ensure participants will stay refreshed and alert while delivering exceptional customer service. Our comprehensive telephone training courses cover professional telephone techniques and call handling etiquette, with an emphasis on customer service. Phone Skills Trainer – Thank you both for a great experience!”, “Greg was awesome! ”Excellent” according to our chairman. It was a pleasure working with you, and thank you for providing some valuable insights for our SES!”, “I wasn’t sure what to expect and found it to be awesome. The lesson in the saying “it’s not what you say but how you say it” is one that takes some people years to learn. Myla was wonderful and our team really appreciated the opportunity to work with her.”, “Pamela was a gem! He started the session telling his own story. 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. Everyone I spoke to during the day today said they were really enjoying the session (as did I). 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. Available as half-day or one-day programmes, also with bite-size virtual training … This is the 10th session we have scheduled, and we always ask for Shawn.”, “I would like to say that yesterday was simply amazing. The greeting and the speed that the phone is picked up can determine the customer's overall impression of the experience. At one time, it served as an indicator of each person's proper station in life. Delaware 19702 To improve your greeting and tone, try smiling when you say it. We are excited to use the tools created by zombies. 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. Never interrupt. The sense that you are a number, a transaction, or a cog in a machine. 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. The training was well presented and held the group’s attention. Each module delivers 15-20 minutes of training per day, over a period of 5 to 10 days, depending upon the module. 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. !”, “Laurie McIntosh brings her personal experience into the training which was invaluable.”, “It was a pleasure to work with Charlie last week. A talking head with a PowerPoint presentation and not much else. How you conduct telephone communications is a reflection of your professionalism and competence. Laurie was engaging as a speaker. Charlie did a fantastic job. You are a true gem! In control? Lecture-based training that’s too academic, not practical, and doesn’t connect to life in the workplace. 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. While onsite hands-on training often produces better results, it also requires a greater investment of time, money and other resources. I took so much with me to apply to my job responsibilities that will enhance my thinking as I resolve difficult callers and issues. Our time-tested customer service and telephone skills training resources have proven results. There's no quicker way to distinguish your brand than by treating customers with great care and respect. Telephone etiquette training may be slightly different depending on your job, so make sure you choose a course that addresses your specific needs. Dealing with customers’ needs, wants, and frustrations can lead to unnecessary stress and frustration. Not all customers are easy to deal with. Be it gum, candy or just finishing lunch. Course Targets: Recognize the distinctive parts of phone language Our telephone skills training can help you overcome the challenge of becoming an effective representative of your organization. That’s why we developed our online learning solution to provide the best possible e-learning experience while also making the training extremely affordable and flexible.So the choice is yours, and no matter what training format you choose, you can be assured that every training dollar and hour you spend with us will be a solid investment. Effectively deal with dialects and accents on the telephone. Reception and telephone etiquette Training Course Course. Very informative and interactive. The Tuesday workshop was phenomenal! 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. Telephone Etiquette Training Proper telephone etiquette is essential in a business context. Regina’s materials were relevant to our jobs. 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. Start by training your team member from the beginning of a call. 5. We recommend her every time. This was a great class and Kate was the best. She was approachable and easy to relate to and was able to illustrate the points in a way that the team understood.”, “The course was high-quality, first-class, first-rate, superior, fine, excellent and hence forth. There are several modes of training delivery available: To learn more about our telephone customer service training resources, you can request a free preview or email info@phoneskillstrainer.com or call Frontline Learning at (763) 390-2430.At the Phone Skills Trainer, we offer both online and onsite training programs. Our time-tested customer service and telephone skills training resources have proven results. We also travel to Africa, Australia and New Zealand, Asia, Canada, Central America, Continental Europe, the Middle East, and the United Kingdom. He was a very motivated and inspirational speaker. This component focuses on ways to better handle those with heavy accents and dialects along with skills for reducing the speech markers of your organization’s staff. Offers skill training for defusing difficult customer situations; Incorporates practice, allowing participants to demonstrate the skills they have learned; RESULTS. Very energetic and captivating the entire session. Start by ensuring that everyone on your staff delivers excellent customer service with every phone call. I took this class years ago with her and she makes the information stick.”, “Board presentation went well. Our phone etiquette training enables participants to handle telephone call more professionally. Lets Talk Telephone Etiquette Training program aims at helping individuals create a lasting impression in their customers’ minds one that shows the organization reflected in the best light possible. A post-training web-based skills check-in meeting if desired. The telephone is a microphone. We really, and I seriously mean this, enjoyed him. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of your career. Telephone Skills Training Want to encourage repeat business, better customer relationships, and strong word-of-mouth about your company? Interactive facilitation conducted by someone who has a deep understanding of adult learning and the topic at.. But train your … Build confidence and skills for handling telephone calls more professionally who a. All had very positive feedback these workshops are not offered in a public seminar format calls, use! 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