Professional Front Line Service and Phone Etiquette

At the end of the program, the participants will be able to:

• Master the etiquette of telephone answering
• Answer calls promptly & confidently
• Improve their voice tone, pitch & inflection to better effect
• Handle calls with ease and portray the professional image of the company
• Improve their overall personal being that helps to improve their work performance

• Lectures
• Profiling
• Discussion
• Individual/Group Presentations
• Video Presentations
• Role Plays
• Indoor Activities
• Personal action plans

PROFESSIONAL ETIQUETTE

• Definition of professionalism
• Personal profiling – self type identification
• Business call vs. Personal call
• Understanding Objectives
• Objectives of phone calls/answers
• 4 levels of awareness
• 3 tiers of excellence
• Efficient or Effective
• Doing the right things or doing things right

MASTERING COMMUNICATION

• Definition
• Understanding communication importance
• Communication model analysis
• Examine various types of communication
  • Verbal
  • Non-verbal
• Expression that carry meaning
• Conveying messages with right meaning
• Techniques to improve communication skills
• Identifying when communication is about to break down
• Avoiding misunderstanding in verbal communication
• Perception Analysis
  • Avoiding the pitfalls in perception
  • Building positive perception
  • The “JOHARI WINDOW” analysis
• Treating self & others with respect
  • The magic of hidden respect
  • Respect to respected 

TELEPHONE CONVERSATION TECHNIQUES

• The call is the gateway to meeting company’s objective
• The task doesn’t end after call is passed!
• Using the H.E.A.R.T. approach
• Language
  • Using positive language
  • Streaming the language
• Voice projection
  • Speed
  • Volume
  • Articulation
• Smile when talking
• Listening
  • Listening vs. Hearing
• Keeping the focus
• Keeping the meaning in frame
• Avoiding the non-words in telephone conversation

It is a perfect combo if you know the right way to seduce your client “professionally”. Take a look at it here