Providing in-person training in Perth, Australia-wide, and virtually
Enquire today about telephone skills training for your Perth staff.
The telephone is usually the first point of contact for your customers. So it makes sense to upskill your people in professional telephone skills, and not leave it to chance.
The first impression of your organisation is quickly formed within 3 seconds of the telephone being answered. This crucial first impression will make or break your customer’s attitude. It could even affect a pivotal sales opportunity or erode customer trust and ruin your reputation.
As your callers can’t see you over the telephone, they form a mental perception of your organisation. This perception, whether true or false, becomes your caller’s reality and extends beyond the person answering, to your entire organisation.
What are Telephone Skills?
Telephone skills involve the abilities and competencies needed to communicate effectively over the phone. As companies expand operations and contact centres are the rule, most customer service and sales transactions are being handled over the phone. So excellent telephone skills are a must-have for employees of any organisation. It’s a skill not taught at school or university, so the need for telephone skills training is becoming more important than ever.
How to Bring out The Best Telephone Skills in your People
Your caller cannot see you over the phone, so having the right voice tone and using the right words is vital for success. Your voice articulation, pace and projection, and words you use, all determine the effectiveness of the conversation. For the most professional phone manner, use your voice tone and words to bring the intended message to life.
As odd as it sounds, your body language plays a part in effective telephone conversations, as it affects your voice tone. For example, if you droop your head and shoulders, your energy will drop, making you sound bored or disinterested. Positive body language such as good posture and smiling will make the difference in how confident you sound on the phone.
Don’t Leave it to Chance
Although we expertly work ‘one on one’ with your Director of First Impressions (your Receptionist), don’t believe that your Receptionist is the only one who needs to be trained in these essential skills. No matter what their job role, everyone in your organisation needs to have the right tools to create a positive first impression and control telephone calls in a consistently professional manner first time, every time! There are no second chances.
The Benefits of Great Telephone Skills
Having people with great telephone skills means that your organisation is represented professionally. How your customer service team responds to calls determines whether or not new clients will engage with your company, or buy from you. Great telephone skills play a major role in improving the image of your business, and will greatly affect customer attraction and retention.
Employees with great telephone skills are more likely to resolve a complaint, or close a deal, than those with poor skills. This means that telephone skills directly impact the revenue of any business. A single phone call with an employee of your company can influence a buyer’s decision, which can have a massive impact on profit.
Retain your Existing Customers
Did you know it costs up to 20 times more to attract new customers than it does to keep your existing customers? Part of your essential business growth and success is the ability to retain your existing customers. All this can only be achieved through excellent customer service. This means that every phone call made and received by your customer service team must aim at keeping your customers happy and satisfied.
Improve your Brand Image
Creating a strong brand is key to the success of any business, and your brand image plays a huge role in your business development. Employees must have great telephone skills to promote your brand image through their conversations with customers.
Are you looking to enhance the telephone skills of your employees in Perth?
Congratulations on arriving here. Edge Communication has got you covered. We offer customised training programs in telephone skills, based on your specific needs and budget. We can even look after you elsewhere in Australia or globally with our virtual training. Packages include Fast Track your Phone Skills, Phone Skills for IT Experts, Convert Enquiries into Profits, and Manage Difficult Customers. All of our programs offer an excellent return on your investment!
Fast Track Your Phone Skills
Smart Phone Skills for IT Experts
Convert Enquiries into Profit
“Our receptionist, thoroughly enjoyed both your coaching session and the half-day ‘Fast Track Your Phone Skills’ course. When we conducted a feedback session on completion of the training, she gave you the highest rating for your ability to train and deliver the required content, for your knowledge of the topic being presented and the exercises and demonstrations given. When we asked what the most useful part of the training was, she identified learning about proactive and reactive language – everyday words and phrases that may come across differently and when changed, can come across more appropriately. The training course was very concise, engaging and delivered in the appropriate duration.”
Chris Smoje, Learning and Development Manager, Adventure World
“Edge Communication presented a telephone customer service program for our team in a series of workshops, mystery calls and follow up sessions designed for our IT Help Desk. Ava delivered the program in a very professional, engaging manner and our team took all of the new strategies back into the workplace. Three years later we are still actively implementing the skills Ava taught us and are successfully inducting all our new staff using Ava’s Telephone Procedures manual. Our people have learnt the confidence and skills to not only diffuse our clients’ frustration when experiencing IT issues, but to achieve a quicker resolution, saving time and increasing productivity. I can’t recommend Ava enough, she really did help turn around my ragband team of Service Desk at the time into a very well oiled and communicative team It has been a delight working with Ava and I have no hesitation in recommending Edge Communication if you want to improve your customer experience.”
Jason Priest, Service Manager, Future Logic