Telephone Techniques

Designed for: All staff who would like to improve their telephone communication skills, but in particular those who use the telephone as an important part of their job.
Prerequisites: Familiar with Windows environment and experience of another Office 2003 program, ideally Word 2003
Objectives: To acquire a confident and friendly telephone manner. Develop the skills necessary to deal with awkward situations and the taking and passing on of messages in a professional manner.
Benefits
· Increased work effectiveness for individuals through better understanding and application of the key responsibilities involved in this job role
· Workbook to use as a reference guide on completion of the course
· The opportunity to gain a widely recognised Pitman Training Certificate
Course Content
· Improving communication skills
· The importance of voice and attitude
· Learning what to say and what NOT to say
· Developing effective listening skills and questioning techniques
· How to sound confident and helpful
· Understanding the customer needs
· Handling awkward situations and calls
· Taking messages, handing over and re-routing calls