Etiquette Essentials
First impressions count – a lot. It all begins with how we answer the phone. Your employees will be sure to start off on the right foot with your customers when taking one of our Etiquette Essentials web seminars. Review the intended audience of each option and select the web seminar that best fits your employee’s work environment!

Etiquette Essentials from Start to Finish

Audience: Employees who work with customers primarily by phone
In Etiquette Essentials your staff will learn:
• The best greeting to make a positive first impression
• To turn that first impression into a positive lasting impression
• Call control, placing callers on hold, and call transfer techniques
• Subtle habits that can damage relationships with callers
• Call wrap-up techniques that will leave your customer smiling

Key Concepts:
• Transaction & Interaction
• The Best Greeting
• Controlling the Flow of the Call
• Placing Callers on Hold
• Transferring a Call
• Wrapping up the Call

Wordcrafting 1

With body language removed from the communication process over the phone, word and phrasing choices are even more critical. We may not always think certain vocabulary words and phrases are “problematic” but our customers may! Mastering the techniques in this seminar, we’ll ensure good communication and have customers who understand and accept our information more quickly.

In Wordcrafting I: Proceed with Caution, your staff will learn:
• How to choose the right word or phrase to send the best message
• How to say “no” in a positive way by removing negative phrasing
• How to decrease customer resistance and increase cooperation

Key Concepts:
• Vocabulary and Voice Tone
• Words and Their Meanings
• Avoiding Yellow Zone “Not” Words
• Heavy Obligation and Personal Accusatory Phrases
• More Yellow Zone Troublemakers

Wordcrafting II

Sometimes, no matter how skilled your employees are on the phone, getting information from callers can be a frustrating experience for all involved in the interaction. In this session, we’ll discuss subtle “gems” that will create a comfortable and safe conversation, inviting the client into a partnership by asking for their help while at the same time, directing the call.

In Wordcrafting II: Gems for Conversation, your staff will learn:
• Vocabulary that increases cooperation and decreases resistance
• Words and phrases that control the call while building rapport
• How to gather information and ensure that calls are productive

Key Concepts:
• Voice Tone Development
• Attitude & Mood Factors
• Your Voice as an Instrument
• Affirming Phrases – Motivating Phrases

Telephone Tyrants
We all wish that every interaction with our customers would be both positive and uplifting. But as the saying goes, “You can’t make everyone happy all of the time.” As a result, we find ourselves in the middle of a conversation in which the customer’s anger is rising as quickly as our stress level! However, by understanding and empathizing with your customer, it is often times possible to turn that negative energy, into positive energy. In this session we will discover a process that will leave your customer feeling heard and assured that your staff has provided their best effort to resolve the situation.

In Telephone Tyrants: Survival Tools, your staff will learn:
• “Must have” information for handling difficult callers
• How to keep those callers from ruining their day or the next call
• Tips for reducing the emotional impact of difficult callers
• Skills that turn a stressful encounter into a positive interaction
• How voice tone is a critical factor in a successful phone call

Key Concepts:
• Emotions, Energy & Empathy
• Identifying Types of Callers
• Survival Tools: Very Difficult Callers
• Survival Tools: Abusive Callers

Audience: Employees who work with customers face-to-face, as well as over the phone

In Etiquette Essentials for Receptionists your staff will learn:
• Key concepts for the vital role of reception and hospitality
• The best greeting to make a positive first impression
• To turn that positive first impression into a lasting impression
• To control the call while ensuring the caller feels welcome
• Steps for expertly transferring calls to the right person or dept
• To answer multiple lines while handling face-to-face visitors
• To juggle these duties while providing great customer service

Key Concepts:
• Employer & customer expectations
• Key reception concepts & the importance of the receptionist role
• The best greeting for callers & face-to-face visitors
• Quickly assessing customer need and guiding the interaction
• Announcing callers to co-workers
• Placing callers on hold
• Handling multiple incoming lines
• Effective call screening
• Handling visitors & callers simultaneously

Learning Objectives:

  • Identify the main obstacles to effective Telesales.
  • Understand the nature of the process behind successful Telesales.
  • Understand a range of techniques that can be applied in Telesales.
  • Use these techniques to build an effective Telesales process capable of delivering real results.
  • Explain the benefits of having an effective Telesales process that is implemented and supported by the organization.

Consider this... 85% of our ability to be successful depends not on our technical skills, but on our communication and
relationship building skills.

Amazing 4 in Amazing Thailand

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Telesales Training Course

One Great Reception