Training Library

Phone Skills

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Overview

Phone Skills will outline strategies and techniques to have you sounding polished on the telephone and wowing customers in no time.

Topics include:
  • Answering the phone professionally
  • Positive, effective use of language over the phone
  • Utilising the transfer and hold buttons
  • Engaging with customers
30
Video Lessons
45 min
Approx. Training Time

Skills covered in this module

  • Verbal communication
  • Phone handling
  • Customer service
Contents
  • Introduction to Phone Skills

    Introduction to Phone Skills

    Phone Skills will outline strategies and techniques to have you sounding polished on the telephone and wowing customers in no time.
  • Are You There

    Are You There

    When you think about it, there really is only one answer to asking "are you there?" However, there is another way to find out if a caller is still there after returning from hold - and it will make you sound like a seasoned pro.
  • How Are You

    How Are You

    “How are you?” “Good and you?” If that doesn’t sound genuine to you, you’re not alone! Pay attention to how you respond to customers and they’ll pay attention to you!
  • Crutch Word

    Crutch Word

    We all have at least one crutch word - a word or phrase that we use without thinking - to fill the silence in conversation. Unfortunately for us in this instance, saying nothing is better than saying something.
  • Don't Say Sorry

    Don't Say Sorry

    To err is human, and when we make a mistake we should seek forgiveness - and that's not by saying "I'm sorry". If you really want to empower your caller while winning them over at the same time, this segment will show you how.
  • Hanging Or

    Hanging Or

    When listing options for a caller, there is one very quick - and easy - way of sounding indecisive and unprofessional. The good news is, by eliminating one word, you can sound the exact opposite - and your callers will love you for it.
  • Expect Results

    Expect Results

    The way we phrase a question has a huge bearing on the answer we receive. If you want to tip the odds in your favour, pay particular attention to the words you use - and commit this segment to memory!
  • Mimic The Caller

    Mimic The Caller

    Pay close attention: there is a difference between mimicking and mocking. Picking the right one in a customer interaction is a no-brainer, but nailing it takes a little more skill.
  • No Jargon

    No Jargon

    There are two kinds of languages in every business: the language you speak with your colleagues and the language you speak with customers. Here's why you shouldn't ever mix the two.
  • No's a No No

    No's a No No

    Our job is to help find a solution to a customer's problem, and it's for that reason why you should eliminate this two letter word from your vocabulary and replace it with these strategies.
  • Area Code

    Area Code

    Taking a message is only half the job - the other half is making sure the recipient is able to act on the message you've taken. The next time you take a message, make sure you include these details.
  • Get To The Point

    Get To The Point

    There's only one good kind of waffle and it's usually covered in ice cream. Your caller's time is important so getting to the point quickly will make you look good and your customer feel valued.
  • Hang On

    Hang On

    When you're busy, it's easy to forget about the small details, like making sure your caller isn't still on the line before you hang up. Take a deep breath, relax and make this part of your skill set.
  • No Answer

    No Answer

    What do you do when you dial an associate's extension only to find there's no answer? The standard answer is get up and look for them or maybe even page them, but there is another option you should always do.
  • Please Hold

    Please Hold

    Your hand is not sound proof and should never be used as a substitute for your hold button. In this segment, you'll learn how to turn your phone system's hold button into a powerful tool.
  • Signing Off

    Signing Off

    Before you bid farewell to a caller, there are three important steps you must take to ensure you leave a positive impression.
  • The Name Game

    The Name Game

    Where possible, you should use your customer's name. If you miss it or don't get it right the first time, here's how you stop it from going wrong the next.
  • The Numbers Game

    The Numbers Game

    Repeating someone's phone number back to them is a bit like dancing, if you are out of time or following a different rhythm the best you can hope for is confusion.
  • Transferring Calls

    Transferring Calls

    Believe it or not, there is a right and wrong way to transfer a call between departments. Do it the right way and you're guaranteed to portray a polished image and save your customers time.
  • Answering a Colleague's Phone

    Answering a Colleague's Phone

    When a colleague isn't around to hear their phone ringing - does it still need to be answered? Of course it does! These few tips will help you answer it like a pro, without confusing the caller.
  • Attention

    Attention

    Picture this: you're on the phone with a client or prospect and their mobile starts ringing in the background - what do you do? The way you handle a situation like this will reinforce how much you care about your caller, so make sure you get it right.
  • Calming An Angry Customer

    Calming An Angry Customer

    Want to know how to turn a red-in-the-face angry customer into a loyal fan? Watch this segment to find out just how simple it can be.
  • Cold Calling

    Cold Calling

    Grabbing the attention of the person you're cold calling quickly is vital. So what can you do to sound powerful, positive and like someone who will solve their problem? Watch this segment to find out.
  • Bypassing the Gatekeeper

    Bypassing the Gatekeeper

    It's a receptionist's job to screen calls - it's your job to be smart about how you get around them. To get you started, these three proven strategies will help you hit the target.
  • Feedback

    Feedback

    Feedback is a valuable part of any growing business - but if you really want customers to act as unpaid consultants, this is the formula you need to use.
  • First Impression

    First Impression

    We've all heard the saying "you only get one chance to make a good first impression". So to help ensure every team member is making a positive and lasting impression on your callers, these two strategies are a must.
  • Focus On The Result

    Focus On The Result

    Callers only care about one thing: what you can do for them. So save them the back story and cut to the chase by focusing on the result.
  • Important Call

    Important Call

    In business, every call should be of equal importance and you should treat it as such. Plus, what customer doesn't love feeling like a VIP? Show your customers you care by making this strategy the rule, not the exception.
  • The Magic Phrase

    The Magic Phrase

    Every now and again, you'll come across someone who left their manners on the kitchen table that morning. When you do, this is the phrase that will help motivate them into helping you.
  • Congratulations

    Congratulations

    Congratulations, you've made it through to the end. All that remains is to answer the questions, hit send and put these strategies into play. Thanks for watching.

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