Telephone Skills

Course Content

The telephone is now taking over as the primary form of communication with customers, colleagues and suppliers. Organisations therefore depend upon the ability of its staff to use their telephone skills to develop and maintain key business relationships.

Participants will learn how to:

• Create a positive impression
• Respond courteously and efficiently to enquirers
• Pass on accurate and succinct messages to colleagues
• Deal effectively and professionally with complaints
• Handle difficult and aggressive callers.

Organisations will:

• Improve internal efficiency
• Improve customer/supplier relations
• Protect front-line staff from potentially distressing incidents.

We usually deliver bespoke training in-house, although we would be
happy to use another suitable venue if you prefer.