Telephone Etiquette

5 phases of a call
Opening
Needs Identification
Collection/verification of information
Providing information/potential solutions
Closing and next steps
Using PICTURE
P – Pitch
I – Inflection
C – Courtesy
T – Tone
U – Understanding
R – Rate of Speech
E – Enunciation

Non-Verbal Communication
Using non-verbal encouragement
over the telephone
Tips on body language over the telephone
Spoken communication
Improving the effectiveness of communication
Structure of communication
Questioning techniques
Open ended questions
Close ended questions
Multiple questions
Leading questions

Dealing with different kinds of customers
Angry customers
Talkative customers
Gatekeepers
Customers who are not interested
Customers who are pressed for time
Conference Call Etiquette
Ground rules for conference calls
Making introductions
Punctuality
Do’s and don’ts on conference calls
Using the ‘Mute’ function

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