Interpersonal Communication: Telephone Skills

Interpersonal Communication: Telephone Skills will help you develop the skills needed to project a positive image on the telephone properly address callers and establish good rapport. You will be provided with opportunities to incorporate positive personal attributes into telephone interactions employ strategies to control a conversation and effectively handle situations with difficult callers.

This is primarily online training This is an online eLearning or CBT training program Contact Serebra Learning Corporation for more information

Duration: 4 hours Training Presented in: English

Audience

This course is for all employees who provide inbound and outbound telephone service.

Objective

• Provide efficient customer service through good telephone skills.
• Demonstrate behavior callers appreciate.
• Use screening methods.
• Distinguish between high and low priority calls.
• Take accurate messages.
• Increase your efficiency while on the telephone.

Topics Include

Unit 1: Background Information

• Understand the importance of telephone skills.
• Recognize how your telephone skills affect your company's image.
• Provide efficient customer service through good telephone skills.
• Incorporate positive personal attributes into telephone interactions.
• Employ strategies to control a conversation.
• Simulation Overview:
• Each of the simulations allows you to practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained you control the outcome of each simulation.

Unit 2: Telephone Etiquette

• Project a positive image.
• Establish a good rapport.
• Demonstrate behavior callers appreciate.
• Properly address difficult callers.
• Handle situations with angry callers effectively.
• Simulation Overview:
• In this simulation you will be answering incoming calls and making outbound calls. You are trying to discover why your company's Shipping Department did not deliver an order to one of your company's product vendors. You must identify various callers' needs and use professional telephone skills to address each caller appropriately.

Unit 3: Inbound Calls

• Use screening methods.
• Create an effective voice mail greeting.
• Take accurate messages.
• Transfer calls effectively.
• Put a caller on hold correctly.
• Simulation Overview:
• In this simulation you are handling incoming telephone calls from callers with various needs. You will provide a potential customer with information transfer customers to the correct departments and confirm all information you receive or provide. You are also challenged to help an angry customer by incorporating positive personal attributes into the telephone call.

Unit 4: Outbound Calls

• Prepare in advance for making calls.
• Distinguish between high and low priority calls.
• Develop secondary contacts.
• Leave effective voice mail messages.
• Increase your efficiency while on the telephone.
• Simulation Overview:
• In this simulation you need to project an assertive and professional image while making outbound telephone calls. When making calls you want to communicate clearly and directly provide appropriate information and take notes when necessary during a discussion.

Duration

4

Minimum Requirements

The CDROM version of this course requires:

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
• At least a double speed CDROM drive.
• An MPC compliant sound card with attached speakers or headphones is recommended (Currently only the CDROM version supports audio).

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM and 22MB available hard disk space or file server space.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).

Media

• Interpersonal Communication: Effective Communication
• Interpersonal Communication: Listening Skills