Telephone Skills
Course Objectives
This one day training course aims to equip delegates with the essential skills for dealing with both internal and external customers on the telephone. The training has a ‘customer service' focus and provides tips and techniques which will lead to a successful approach when making and receiving calls.
Course Outline
The Telephone and your role
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Standards and expectations
- Planning telephone calls
- Projecting the right company image
The Pitfalls and Benefits of the telephone
- Sender / Receiver relationship
- Signals and emotions
- Case Study Exercise
Voice Control
- Five key areas
- Voice Exercise
- Leaving voicemail messages
Telephone Guidelines and Courtesy
- Telephone phrases
- Hold, transfer and screen calls
- Taking messages
- Preparing to make outbound calls
Manage and control the ‘Waffler'
- Re-gaining control and guiding the call
- Effective questioning
Handling Difficult Callers
- Assertive Telephone techniques
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Empathetic Assertion
