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. It can be hard not to do this, but train your … Reception and telephone etiquette Training Course Course. Recommend techniques for wrapping up calls and measuring customer satisfaction. Our unique onsite training approach can take two forms. At this program’s conclusion, participants should be able to: The following outline highlights some of the course’s key learning points. The greeting and the speed that the phone is picked up can determine the customer's overall impression of the experience. There's no quicker way to distinguish your brand than by treating customers with great care and respect. In many cases, if the phone rings more than three times, it is … My colleagues cannot stop commenting how amazing the training was, and we are energized to put our new skills to work. The training session concludes with a presentation of stress-management techniques that ensure participants will stay refreshed and alert while delivering exceptional customer service. 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. How you conduct telephone communications is a reflection of your professionalism and competence. Thank you for all your support and value you brought this team. As a business leader, this time period is truly a career highlight for me. Held in South Africa. List the benefits of providing outstanding customer service to both internal and external customers. Course Targets: Recognize the distinctive parts of phone language He kept the class moving forward and kept us all engaged and participating. 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. Telephone etiquette training may be slightly different depending on your job, so make sure you choose a course that addresses your specific needs. Laurie was engaging as a speaker. Never call any person at odd hours like early morning or late nights as the person will definitely be … 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. 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. Unlike our customized onsite training courses, our e-learning courses are designed for any company to attend at any time. They’re already asking when you’re coming back. An opportunity to have a tailoring call and to speak with the program facilitator prior to a workshop. Learn More Keynotes & … 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. Lecture-based training that’s too academic, not practical, and doesn’t connect to life in the workplace. 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. Don’t place your phone on top of the table while in a meeting. He started the session telling his own story. Regina’s materials were relevant to our jobs. 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. This is the 10th session we have scheduled, and we always ask for Shawn.”, “I would like to say that yesterday was simply amazing. Offer best practices for greeting customers and setting a positive tone. We also travel to Africa, Australia and New Zealand, Asia, Canada, Central America, Continental Europe, the Middle East, and the United Kingdom. With our Telephone Etiquette course, you will discover the importance of developing professional phone communication skills. The training was well presented and held the group’s attention. Do they understand what makes the person on the other end of the telephone tick? 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. They were informative and very interactive and Myla was able to engage the participants throughout the entire presentation. 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. The role of etiquette has changed over the years. 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. Jim D., Plover Plant Manager, Ingredion Inc. Helen J., Mission Systems, Collins Aerospace, Gina J., Executive Analyst, City of Klamath Falls. At one time, it served as an indicator of each person's proper station in life. Understand and identify different behavioral styles and adapt as necessary. 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. It can be the special way that you show confidence in any challenging situation. Friendly? Develop an action plan to improve customer-service skills. 5. What we do, how we act, how we present ourselves all feeds into that and our ultimate success as sales professionals.”. Correct telephone etiquette also reflects well on the organization. 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. Hugh H., Director of Program Development, Friends of Crown Heights Educational Centers Inc. Mia C., Division Chief, Business Management, US Mint, Robin A., Manager, Talent Development thyssen-krupp Elevator, Brian Howard, Training, Coordinator, LM Wind Power Blades, Moneke K., Administrative Coordinator, USPS, Sharon M., Quality Manager, Northern Valley Indian Health, Saba B., Project Coordinator, Peel Addiction Assessment & Referral Centre, Kelly D., Training and Development Program Specialist, Major US Insurance Company, Shirley B., President, Universal Cargo Management, Elizabeth T., Assistant Professor, Baylor College of Medicine, Irene R., International Business Development Coordinator, Zippo Manufacturing Company, Lianne W., Corona University, Naval Surface Warfare Center – Corona, Kristy C., Executive Assistant, Oak Park Place, Jonathan T., Employee Development Specialist USCPSC, Kale B., Global Quality-CI Manager, KMG Chemicals, Paulette B., Personnel Services Supervisor, St. Johns County Board of County Commissioners, Christy S., Sr International Business Development Manager, Zippo Manufacturing Company, Cindy T., Administrative Assistant, Cutanea LIfe Sciences, CEO of a US-based Hospitality Group (after receiving Executive Presentation Skills Training). 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. Thank you so much for the quality of training and attention to detail. I highly recommend Shawn and this course, ‘How to Interview and Hire Well’.”, “Kate was a refreshing start to 2020! Our time-tested customer service and telephone skills training resources have proven results. 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. Do the people who answer your phone appear empathetic? She made the groups feel very comfortable during the training.”, “Great performance by Shawn! Eduardo was very interactive with the group and had excellent ideas to promote thinking and participation. !”, “Laurie McIntosh brings her personal experience into the training which was invaluable.”, “It was a pleasure to work with Charlie last week. Do they listen well? Her style translates to small groups as well as large formal settings. ”Excellent” according to our chairman. My staff needs help to give customer service over the phone. It can be a unique attribute or characteristic that facilitates great communication, inside and outside the office. She even kept the momentum going through an unexpected room change towards the end of our session. 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. Dealing with customers’ needs, wants, and frustrations can lead to unnecessary stress and frustration. She was an incredible speaker and her ability to educate is a show stopper. To improve your greeting and tone, try smiling when you say it. My department will speak well about this course for a while. 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. When patients call the physician’s office, they expect a certain etiquette and for the medical office administrative assistant’s undivided attention. What is Telephone Etiquette Training? Cellular phone etiquette: Respect quiet zones. Pamela was able to create a curriculum that completely met our needs on such a short timeline. Very energetic and captivating the entire session. The only thing that should be in our mouth when you’re on the phone is your tongue. 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. Scherriea K., Senior Human Resources Officer, Grand Bahama Shipyard Ltd. Workshop Participant, Knowles Corporation, Valerie R., Employee Training Specialist, U.S. Department of Justice. 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. Callers are able to hear when … Workshop Objectives Identify barriers to providing high-quality customer service. This was a great class and Kate was the best. Upon request, we will provide you with a copy of the participant materials prior to the session(s). Communicating effectively through a phone is crucial for any company that depends upon customer service to increase sales or keep hold of its customer base. He’s a very talented and engaging trainer, and he was able to get even our toughest employees to participate. Fantastic result overall – thank you so very much!”, “The workshop was appreciated very much, and you (Stefanie) were indeed a big hit. A local college or university is an excellent starting point when searching for a telephone etiquette training program that is best for you. “WOW – where do I begin!? 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. After our class he took the time to look over the questions we use during our interview and provided positive feedback. 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. Lauren L., Instructional Designer, Chick-fil-A,Inc. Whether making or receiving business calls, always use proper telephone etiquette. Demonstrate the proper way to greet, transfer, and place callers on hold. 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. 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. Loved every minute and the fun interactive aspect of our workshop exceeded my expectation. Despite the proliferation of cell phones, many households still have land-line phones. The sense that you are a number, a transaction, or a cog in a machine. I took so much with me to apply to my job responsibilities that will enhance my thinking as I resolve difficult callers and issues. Build confidence and skills for handling telephone calls more professionally. Your phone behavior can dictate what your customers think of your company. Thanks for your training.”, “Thank you again for working with us last week. We recommend her every time. 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. Special emphasis is placed on learning to say “no” in ways that reduce conflict and eliminating phrases such as “that’s not my job” and “I don’t know.”. Participants will be able to communicate consistently in a positive manner and have a thorough grasp of proper call center telephone etiquette. We’ll cover the solid, professional customer service techniques that are vital for anyone in a phone intensive environment. 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. As the first line of defense, your telephone skills can make or break your company. Success with Etiquette™ Professional Telephone Etiquette and Customer Service Syllabus: Principles of Telephone Etiquette Impact of First Impressions Leaving a Positive LAST Impression Explain the importance of a positive attitude in delivering good customer service. 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. More business opportunities are lost due to poor phone service and poor telephone treatment than poor products. Provide suggestions for active listening and effectively questioning others. 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. 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. Live workshops delivered by a certified Phone Skills Trainer® Master Facilitator. Just request a free preview to learn more. However, in all seriousness the course was facio delicias and nuntiisque (fun and informative in Latin). 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. Charlie did a fantastic job. Everyone valued the ‘informalness’ of the key note. Smile. Delaware 19702 Thomas was exactly who we needed to address our etiquette training needs. I took this class years ago with her and she makes the information stick.”, “Board presentation went well. Place your cellphone on silent mode when attending a meeting, conference, church mass or any other formal or solemn activities. Your style has that special something that really engages people.”, “Thank you Kate, Chris, and Kathy! 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. Telephone Etiquette Training provides the skills necessary to have productive and impactful conversations. Charles’ way of teaching was pleasant, exceptional, superb, and commendable. 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. Working with you both has been an outstanding experience throughout the entire process. Telephone etiquette remains important for children and adolescents to learn. With our Telephone Etiquette course, you will begin to see how important it is to develop better telephone communication skills. Your ability to link KMG’s message and philosophies to the lessons is what set you apart from your competitors. The goal of this training program is to heighten the sensitivities and improve the abilities of individuals in our profession concerning basic telephone skills and etiquette. Phone Skills Trainer – People behind the scenes who will work to make our relationship a success. Everyone I spoke to during the day today said they were really enjoying the session (as did I). Our comprehensive telephone training courses cover professional telephone techniques and call handling etiquette, with an emphasis on customer service. It was truly an effortless experience for us!”, “Stefanie was upbeat, engaging, and relatable. Students learn the most basic, but most important time tested techniques in handling phone calls. 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. A post-training web-based skills check-in meeting if desired. 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. My team really respected her and had nothing but positive things to say about her.”, “Pamela and Business Training Works put together a wonderful training program for ACERTUS. The Tuesday workshop was phenomenal! 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. This introductory lesson covers the factors that produce great service and those that ruin an interaction with a customer. 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? Using proper etiquette is essential when you do business on the telephone. We would love to have him back!”, “Phillip, you are the best! Apply techniques for dealing with angry or upset customers by successfully answering case studies. Telephone calls usually are the first point of contact with customers. A positive attitude on the part of the customer-service provider goes a long way toward creating an excellent experience. While onsite hands-on training often produces better results, it also requires a greater investment of time, money and other resources. 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. Our team is very happy with the training and the content that was presented. 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. By improving how you communicate on the telephone and improve basic communication skills, you will improve on almost every aspect of their career. I am looking forward to working with them again!”, “Pamela Sumner is professional, warm, and highly educated. “Shawn was an excellent facilitator. Where can I find a customer service workshop targeted to employees working on the telephone? Each module delivers 15-20 minutes of training per day, over a period of 5 to 10 days, depending upon the module. Rephrase blunt communication for better results. 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. She really shared her talents and experience freely, and provided what was needed to reset our team dynamics.”, “We had an amazing day today! Start by training your team member from the beginning of a call. We really enjoyed it. Effectively deal with dialects and accents on the telephone. Rave reviews all around!”, “Phillip was engaging and professional. Shane S., General Manager, Aero-Flite, Inc. Liz B., Manager, Duluth Public Works and Utilities. Give practical advice for dealing with difficult calls and callers. You are a true gem! Offers skill training for defusing difficult customer situations; Incorporates practice, allowing participants to demonstrate the skills they have learned; RESULTS. Myla was wonderful and our team really appreciated the opportunity to work with her.”, “Pamela was a gem! This discussion teaches participants how to leave a lasting impression that makes callers want to call again. 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. A partner who will ask questions about your goals and objectives. They all had very positive feedback about the day and Pamela specifically. We are excited to use the tools created by zombies. be to have simple telephone etiquette. The telephone is a microphone. 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. For more than two decades, we’ve helped people sharpen their skills, and we’ve answered their questions about professionalism at work. 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. 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. Our team was receptive and the activities were fun and engaging. 2 customer service basics 3 introduction to customer service 3 customer service in the 21st century 3 the three key elements 3 expand your definition of service 3 who are your customers?3 develop a customer friendly approach 4 what customer service means 4 customer service qualities 5 professional qualities in customer service 5 good information is often good service 6 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. Telephone Skills Training, Phone Etiquette Training, Etiquette Training A talking head with a PowerPoint presentation and not much else. Very informative and interactive. In this section, participants will learn how to use language so that their messages will be better received during customer interactions. She started on time, and the time flew by.”, “Both sessions went great. Thank you, Greg!”, “As I sit here listening to Laurie, I am thinking that we couldn’t have asked for a better facilitator!!! As part of your training program, we will modify content as needed to meet your business objectives. Not only did they customize content for us, but they delivered it well and provided a great train-the-trainer session. 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. Interactive facilitation conducted by someone who has a deep understanding of adult learning and the topic at hand. Our telephone skills training can help you overcome the challenge of becoming an effective representative of your organization. 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. The change in the leadership team’s behavior, even since just last week, is noticeable. 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. Charles is a great teacher, I would like to have him teach them.”, “Yesterday’s workshop was both thoroughly enjoyable and tremendously beneficial. Thank you both for a great experience!”, “Greg was awesome! I can’t thank you enough.”, “The team was quite impressed with your materials and more importantly delivery style. Robyn M., National Inside Sales Manager, U.S. Tsubaki, Geri T., VP Human Resources, Hamburg Süd NA. These workshops are not offered in a public seminar format. Please contact us to speak with a facilitator about your needs and bringing training to your organization. Start by ensuring that everyone on your staff delivers excellent customer service with every phone call. Kaisha W., HR Training Coordinator, Natgasoline LLC. Improve the job satisfaction of your customer service representatives. Where can I go. 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. TIPS & TRICKS FOR TELEPHONE ETIQUETTE The telephone is one of the most important and commonly used tools in business. 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. Never interrupt. 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. 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. In control? Set a professional-sounding ring tone. Don't interrupt a complaining customer. Your flexibility from first contact was very valuable – we appreciate your willingness to participate in multiple teleconferences to align with KMG. The important aspects of phone etiquette involved in our telephone etiquette and soft skills training have a major impact on customers. She is a wonderful instructor!”, “Pamela was amazing and extremely personable. When you talk with something in your mouth, it sounds as though you have a mouthful of MUSH. Our phone etiquette training enables participants to handle telephone call more professionally. In this unit, participants will learn phrases that convey professionalism, warmth, and helpfulness. She is definitely an asset to BTW.”, “A pleasure doing business with Business Training Works on our seminar.”, “Pamela is awesome. 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. 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. To employees working on the telephone calls usually are the first line of defense, telephone. Your staff delivers excellent customer service to both internal and external customers how! 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