Telephone Skills

First Impressions: Why they are important and how to make a good first impression on the telephone.
Voice and Language: Key elements of the effective use of Voice and Language when communicating by telephone.
Positive Communication: Using more than just words to convey sincerity and interest.
Questioning and Listening Skills: Gaining and retaining information effectively can be enhanced by good quality questioning and listening. This module will enable participants to explore how to improve their performance using these skills.
Different Customer Types: This module reviews the different customer types that participants are likely to come across and describes a range of techniques to deal with each.
Handling Complaints and Irate Customers: Learning how to deal with callers in "attack mode" whilst keeping calm and in control of the call. Also to make participants aware of the importance of effective complaint management and to identify and develop the skills required to do so.