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Telephone Skills: Conveying Your Professionalism Over the Phone
 Most
of our communication with customers is done over the phone. It is
difficult to convey your professionalism and credibility without the
proper training. This module helps participants develop their telephone
skills to enhance the exchange of information. The module reveals:
- Techniques for selling over the phone
- Communicating via voice mail and taking
information over the phone
- Clarity, pace and pitch: important factors
AUDIENCE
This module is designed for any employee who is charged with communicating
over the phone with internal and external clients and need to do
so clearly and concisely.
FORMAT AND LENGTH
This module can be presented in two to four hours, depending on
participants' skill level and teaching objectives. The module includes:
- Break out groups to solve team
problems
- Discussion on techniques for team
development
- Exercises and presentations
- Practice sessions and role plays
COURSE MATERIALS
The participant's workbooks contain reference text
and exercises, are bound and three hole punched. The module is divided
into three sections, one for each phase of training: the Pre-Workshop
Assignment, the Workshop Material, and the Post-Workshop Action Items.
Participant's workbooks can be used for classroom instruction or on
a self-paced basis.
The leader's guide contains the same material as
the participant's workbook, with the addition of a section of introductory
notes, answers to exercises and explanatory margin notes. The leader's
notes contain tips and techniques on setting up and administering
the session, checklists, and other teaching aids. Other beneficial
components include:
- A listing of suggested videos
which complement the material.
- Notes which highlight key points,
provide tips for training, and detail competencies to be gained.
- Margin Notes on the workshop
materials which guide the leader through the material and indicate
when to ask questions, encourage discussion, use flip charts,
break into groups, and refer to specific material.
OBJECTIVES OF THE MODULE
By the end of this module, the participants
will be able to:
-
Recognize the value of professional
telephone skills.
- Apply professionalism
in tone, clarity, pitch and pace of voice.
- Use consultative approach to
sell and persuade effectively over the telephone.
- Use the telephone as an effective
tool for improving communication.
Merit Training Corporation
Phone: 800-677-1667
e-mail: info@merittrainingcorp.com
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