Telephone operator training manual

Rave reviews all around! Everyone I spoke to during the day today said they were really enjoying the session as did I. Charlie did a fantastic job. Thank you both for a great experience! Her style translates to small groups as well as large formal settings. She is definitely an asset to BTW. Pamela was able to create a curriculum that completely met our needs on such a short timeline.

I am looking forward to working with them again! Everyone really liked Phillip and enjoyed the course. Business Training Works. Call: Email: [email protected]. Telephone Customer Service Skills Training. Onsite Training Programs and Seminars. Contact Us. Your Location. Our Experts.

Course Outcomes This course for people delivering customer service over the phone will: Offer best practices for greeting customers and setting a positive tone. Provide suggestions for active listening and effectively questioning others. Give practical advice for dealing with difficult calls and callers. Recommend techniques for wrapping up calls and measuring customer satisfaction. List the benefits of providing outstanding customer service to both internal and external customers.

Identify barriers to providing high-quality customer service. Apply techniques for dealing with angry or upset customers by successfully answering case studies. Effectively deal with dialects and accents on the telephone.

Demonstrate the proper way to greet, transfer, and place callers on hold. Understand and identify different behavioral styles and adapt as necessary.

Rephrase blunt communication for better results. Effectively manage job stress. Develop an action plan to improve customer-service skills. Workshop Outline What an Attitude!

Tools of the Trade: The Telephone In this unit, participants will learn phrases that convey professionalism, warmth, and helpfulness. Accents and Dialects: Tips for Handling Tough Calls A thick accent or regional dialect can make a telephone conversation difficult. Do Call Again: Leaving Positive, Lasting Impressions This discussion teaches participants how to leave a lasting impression that makes callers want to call again.

Related Directories: Customer Service Didn't find what you were looking for? An opportunity to have a tailoring call and to speak with the program facilitator prior to a workshop. Interactive facilitation conducted by someone who has a deep understanding of adult learning and the topic at hand. A post-training web-based skills check-in meeting if desired.

People behind the scenes who will work to make our relationship a success. Tell them a story that will take about one minute or so and have them take notes. Then ask them different groups Phone users, talkers, and listeners to recap the important facts you went over. This will show them how difficult it can be when they are not paying attention. You, as a business, value their time and them as a customer.

You may also see the benefit in asking them to give an example of how to use each step. I need someone to be the caller, does anyone want to volunteer for that? It is also where the caller states the company that is being called.

This ensures that the person is calling the correct place. This is also a form of paraphrasing which will let the caller know you are listening. Could you be a little more specific? This is also a form of ending the phone call. Get feedback at the end of this call. It is important for them to see where each step is being placed and why.

They will need this information for the first and second activity. Have two different people read this time.

It will give them a chance to see how it is done. Is anyone working down there? I am going to place you on hold and try to get someone for you from the camping department. Everyone should have an equal amount of people and activity sheets. I have posted the directions on the PowerPoint, but they are also on the activity sheet for you to look at.

This is just like the one we did before, but it is for the corporate offices now. Make sure you all work together. Go ahead and give them the same instructions that you gave the trainees who are attending the training. What could the operator do differently? Can you give them any feedback or help? Did everyone get the same results? Who had different results? This will help you feel like you are talking with someone who is not in the same room as you. Training Script continued they did.

This will give everyone an equal chance on how to do the calling. There are instructions on this, but have them follow along with you. They will then need to create a script, just like the examples, for this particular activity.

Have a couple of people sit close to the camera as a demonstration. Send the script to you, the trainer, so you can evaluate their work. This will allow you to give some feedback. How can you help this?

If everyone seems to be getting the idea, then this could become obsolete and give you some extra time. You should have some time here to get everyone to think about something they learned. This will also be help them remember. Take a deep breath 2. The PowerPoint is ready to go and can be used as is. The PowerPoint also matches everything that was stated in the script. Four-Step Method 1. Take a deep breath before answering the phone Obarski, Use four answering courtesies Kennedy Allbon Tane, Help the caller and listen attentively Obarski, Close the conversation Kennedy Allbon Tane, I am going to put you on hold and try to get someone for you from the camping department.

Gets an associate in camping on the phone. Professional telephone skills guide for your staff. Kennedy Allbon Tane. Ten tips to improve listening skills on the telephone.

Business Know How. Effective Telephone Skills for Receiving Calls Activity One Following this page is the first activity for the trainees in the building and the online trainees. Caller: Hello, may I ask whom I am speaking with? Operator: I am the operator for Bass Pro, Blake. Caller: Hello, Blake. I have a new idea that I think Bass Pro would just love.

Do you think you could help me? Operator: Yes, I could definitely help you, but I am going to need a little more information to get you to the correct person.

Operator: Unfortunately, I cannot just connect you to anyone. We have quite a few people in our corporate offices that handle different aspects of the company. If you could just tell me a little information I could get you connected to someone who could help you. Caller: Fine.

I have a new idea for a product that would go over great within Bass Pro. Operator: Okay, that would be within our Merchandising department; could you tell me what kind of product it is so I can get you to the specific person who handles that product?

Caller: It is a revolutionary fishing reel. One moment and I will connect you with Joyce. Caller: Thank you. Top clipped slide. Download Now Download Download to read offline. Effective Telephone Techniques Training Jul. Eugene Win Follow. Hotelier at Hospitality. Phone call etiquette and success by Mario Kanaan.

Making telephone calls. Basic telephone skills. Call Handling skills. Practice Telephone Etiquette. What to Upload to SlideShare. Related Books Free with a 30 day trial from Scribd. Related Audiobooks Free with a 30 day trial from Scribd. Outstanding Leadership Stan Toler. Effective Telephone Techniques Training 1. Objectives Upon completion of this training…. You will understand the techniques associated with correct telephone answering.

You will be confident in your abilities to process incoming and outgoing calls, and You will be well versed in dealing with problems as they arise. Listening is a vital part of effective communication. Let the caller set the tempo of the conversation. For Example, he or she may be in a hurry, In that case you should provide information more quickly.

Avoid extremes in volume. If you speak too loudly, you may sound rude or pushy.