Telephone Skills
This one day training course aims to equip delegates with the essential skills for dealing with both internal and external customers on the telephone. The training has a ‘customer service' focus and provides tips and techniques which will lead to a successful approach when making and receiving calls.
Course details
The Telephone and your role
- Standards and expectations
- Planning telephone calls
- Projecting the right company image
The Pitfalls and Benefits of the telephone
- Sender / Receiver relationship
- Signals and emotions
- Case Study Exercise
Voice Control
- Five key areas
- Voice Exercise
- Leaving voicemail messages
Telephone Guidelines and Courtesy
- Telephone phrases
- Hold, transfer and screen calls
- Taking messages
- Preparing to make outbound calls
Manage and control the ‘Waffler'
- Re-gaining control and guiding the call
- Effective questioning
Handling Difficult Callers
- Assertive Telephone techniques
- Empathetic Assertion
- Action Plans
Level
IntroductionDuration
One DayCourse Requirements
None
Contact
Email the Training Team for more information and availability at training@prosperity247.com
