Telephone Techniques (Public Course)

Synopsis

In the modern office nearly all of us utilise the telephone, either to deal with internal or external clients. Our telephone techniques training course is designed to provide new or existing staff with the underpinning skills and knowledge to use the telephone as an effective communication tool.

Course Outline

• Create a professional image on the telephone
• Use telephone communication to your advantage and be aware of its limitations
• Know the key stages of a call (answer, handover, conclude)
• Use your voice and language to sound professional
• Control a call and gain information
• Question and listen effectively
• Know the importance of recapping your conversation
• Manage a difficult situation assertively
• Saying no assertively
• Understand and learn the differences in customer service styles
• Cope with complaining customers
• Screen calls properly
• Work with internal clients and teams effectively