Telephone Training

Telephone training is something that very few organizations require its team members to undergo when joining their team. The truth of this is evident in the unprofessional way that far too many employees answer their organization’s incoming phone calls.

Unfortunately for these organizations a golden opportunity is being missed to form strong and lasting relationships with its customers and clients. A poorly handled phone call can be incredibly frustrating to a customer or potential customer and may actually serve as the “last straw” in the decision to take one’s business elsewhere.

Far too often we see that the only telephone training that team members receive is a quick instruction of what buttons to push when answering the phone and how to greet the caller. This is often very brief and consists only of directing the employee to announce the company’s name and who they are.

While this is far better than leaving a team member to his or her own devices to determine how to answer the phone, it is far from a truly effective approach to telephone training. An effective phone training program should include many more suggestions for practicing telephone excellence than just how to answer the call.

For instance what is the best way to place a caller on hold, to transfer them to another line, or to take a message? How about using proper tone of voice and handling customer complaints? These are all situations that a team member answering the phone is likely to encounter and can have a serious impact on your organization’s bottom line if not handled properly.

These topics as well as several others are a must have in any telephone training program that seeks to instill an organization and its employees with truly exceptional telephone skills.

At The Phone Coach we have just such a telephone training program. Our 10 Steps to Telephone Excellence training video, available on DVD, VHS, or CD-ROM, will bring your organization’s telephone skills to the next level and deliver the professionalism that your customers deserve. The 10 Steps to Telephone Excellence training video is conveniently broken into ten separate modules, each covering a different topic essential to practicing telephone excellence and is sure to help your organization stand apart from its competition.

If you are ready to get serious about the telephone training that your team members receive, give us a call at the number below or click the appropriate button to order online. Still have questions about our phone training program or are looking for a more customized telephone training solution? Fill out our electronic request form by clicking the appropriate button below or give us a call today. We’re here to help!