Basic Phone Skills Training
Many businessmen understand that improving the company's image, reinforcing the brand and enhancing customer service are the necessary elements to ultimately boosting profits. That's why companies today invest money and time to train employees in telephone etiquette that makes the most favorable impression.
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Types
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Most phone skills training is customized to a company's needs. One type---essential telephone etiquette---would benefit all employees even if they don't interact with customers. Other types boost the goals of specific departments. For example, sales professionals are trained in service-oriented telephone skills, while customer service associates who respond to complaints benefit from problem-solving telephone skills. There are also individual coaching sessions for all staff members or for senior managers, new hire and ongoing employees. Advanced training for sales executives is also available.
Significance
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When your customers get to phone conference with employees who address them properly, take time to understand their needs and concerns and look for the most efficient ways to solve their problems, they understand that your company values their business. "Your telephone customer service experience is critical," says the Phone Coach Team, which has helped business people improve their phone skills for 15 years. "If your team members aren't able to connect with customers effectively the telephone experience they create may literally drive customers away."
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Benefits
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Proper telephone etiquette offers benefits that few businesses take lightly. Chief among the benefits is that employees with good phone skills drive profits for any business, whether it manufactures a product or provides a service. And many companies also understand that answering the phone properly strengthens their brand image. According to business writer Anne M. Obarski, customers will connect your service or product with the telephone experience your employees offer. Obarski's article, "Hello, Your Paycheck is Calling, Your Phone Skills Can Market Your Unique Brand" quotes business author Dr. Janelle Barlow who said that, "[r]einforcing a brand through every customer touch point, therefore, can provide the repetition necessary to inspire repeat purchasing decisions."
Customization
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Phone skills training today is customized to your company's specialty and to each staff member's role. For example, there is relationship selling for call center sales employees. Coach the coach phone skills train mentors, supervisors and team leaders so they can provide ongoing support to employees long after the telephone trainers are gone.
Staff who interact with finicky customers will benefit from the stress busters phone skills training. There is also a training course for personality styles, which teaches employees how to customize their service so they can satisfy customers who want just the facts, as well as customers who expect more interaction.
Expert Insight
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Business experts trying to account for a decline in profits are likely to look at a company's customer service practices. According to the phone skills experts at The Phone Coach, "all problems walk on two feet." When the wrong people are answering the phones, they are creating negative images of your company and pushing your customers far away.
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References
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- Photo Credit customers service image by Julia Britvich from Fotolia.com
