Effective telephone techniques

Effective telephone techniques - how to create impact and build rapport with callers

This workshop shows how the effect of correct telephone techniques can both enhance a Company's reputation as well as its profitability. It is especially suited to those who have some experience in using the phone at work and wish to further brush up their skills. It is also ideal for anyone who has limited experience in this area and wants to learn more about how to manage calls - both internal and external - more effectively

Content:

• The advantages and disadvantages of using the phone at work
• Key telephone skills - listening efficiency levels, painting the brightest picture and body language over the phone.
• The power of positive listening. Using your voice to ensure clarification. The value of the verbal handshake
• Telephone behaviour - call preparation, the verbal handshake and standards to aim for
• Communication skills - directing the conversation, using your voice, creating impact and building rapport
• How to handle difficult situations. Assertiveness on the phone
• How to take messages and transcribe them effectively

Presenter's comments:

The telephone is one of the most useful and misused selling tool available to all size of business

This very informative workshop includes a series of hints and tips that can be put into practice immediately after the course

A 68-page workbook accompanies the course. Candidates will be introduced to the 8-point plan for creating impact, how to take effective messages, as well as the importance of the verbal handshake.

Each participant also receives a personal priority indicator prior to the course that ensures the course is tailored to their needs.