Telephone Techniques
Aims:
Upon completion delegates will have an understanding of the importance of good telephone skills and be able to demonstrate their knowledge of the techniques covered within this course.
Prerequisites:No previous knowledge is required
Duration:One day
Fees:Course fees for this particular course will depend on your chosen Training solution. Please contact one of our Advisors for further information and pricing.
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Download Telephone Techniques course outline.
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Introduction
- What influences customers?
- Understanding the needs of customers
- First impressions
Communicating by Teplephone
- The golden rules
- Understanding different communications styles
- It's not just what you say
- Learn to actively listen
Making the Voice Work for You
- The telephone does not help!
- How to give the right impression
- Sound confident, caring and helpful
Making the call
- Preparing and organising
- Creating a dialogue
- Building rapport
- Using a checklist
Taking a Call
- Answering the call
- Being prepared
- How to leave a voice mail message
- Re-routing calls
Dealing with Tough Situations
- Handling complaints
- Building relations
- The difficult caller
- Understanding others mods and attitudes
