Customer Services : Telephone Techniques

The key to mastering telephone communication lies in acknowledging its unique characteristics and limitations. Telephones and similar remote communication technology continue to play an important role at the heart of millions of businesses worldwide. In telesales and customer service in particular, advanced communication skills can make all the difference. When gesturing, body language and facial expressions are removed from the equation, verbal communication plays a more critical role in message-delivery. By mastering telephone communication, you learn how to make influence and persuasion work in your favour.

This targeted tutorial has been designed for business owners, managers and anyone involved in telephone communications at any level. Explore a variety of effective telephone techniques, along with the importance of empathy and the key steps involved in efficient request handling. Learn how to make turn the apparent limitations of telephone communications into positives for your business.