Telephone Concierge

The Art of Customer Excellence on the Telephone

The one-day Telephone Concierge training course has been designed to enhance your organisation’s customer service offering over the telephone.

The course focuses on tangible actions that participants can take back to the workplace and implement quickly and easily.

Key Learning
  • Understand callers’ mentality and needs
  • Adopt effective strategies to become more comfortable in handling any situation
  • Handle emotionally charged conversations while staying in control
  • Ask ideal questions to maximise information transfer
  • Handle conversations professionally to leave a positive impression 
Key Learning Cont..
  • Handle calls based on caller types 
  • Provide information clearly and efficiently to increase retention and check understanding
  • Control your tone and voice to adopt the correct attitude
  • Choose words carefully to present a positive image of yourself and your services
  • Handle challenging scenarios and common situations
  • Listen actively to demonstrate your understanding
Telephone Concierge
Creating Unforgettable Experiences

In today’s world, phone calls play an important part in our everyday communications in both personal and professional roles. Whilst phone conversations are extremely important to all businesses, they deny us the benefit of making eye contact or observing others body language to make our interaction more effective.  It is therefore of outmost importance to learn the skills necessary to avoid misunderstandings and unnecessary challenges.

The rise of telephone services provided by companies and the expectation of consumers to get a good service no matter where they call has resulted in an ideal “etiquette”. This etiquette must be followed and mastered by anyone who relies on the telephone as a mean of communication with clients.

This course covers different aspects of conversations on the phone. Participants will learn how to handle angry or demanding callers, how to establish rapport, how to obtain information or provide it and how to structure their sentences to get maximum results.

The best way to learn telephone skills is by example. The course uses examples, exercises and role plays throughout. Many guidelines and scenarios are provided to help participants understand how to handle various challenging situations. The course contains examples on both good and unhelpful phone conversations to familiarise participants with different responses and help them understand ways of dealing with a variety of possible situations.

Topics Covered

Serving Clients over the Phone

  • What are callers really looking for?
  • What do you want?
  • What people don’t like about phone conversations?

Establishing Rapport

  • Connecting to callers emotionally
  • Controlling your tone of voice
  • Being emotionally skilled

Obtaining Information

  • Asking efficient questions for maximum information
  • Minimising misunderstandings
  • Asking probing questions

Providing Information

  • Presenting data so clients can follow and understand
  • What not to do when providing information?

Controlling Conversations

  • Common situations when on the phone
  • How to open phone conversations
  • Correct answering guidelines
  • Closing a phone conversation
  • Putting callers on hold
  • Correct transfer procedure

Control Tone and Content

  • Structuring your sentences
  • Adapting to the lack of body language signals
  • Talking at the correct pace

Common Scenarios

  • Responding to angry or demanding clients
  • Strategies when encountering difficult situations

Effective Listening Skills

  • Exploiting the power of listening skills
  • Showing that you understand a client’s request