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Course
Name:
Telephone Techniques
Aim:
This programme will enhance delegates' telephone communication
skills and enable them to become confident and professional as
positive telephone users
Content:
Course content includes
Display a professional image of the company
Identify positive body language and its effect on telephone
communication
Demonstrate effective listening and questioning skills
Discuss the three parts of a call
Remain calm and courteous when receiving complaints on the telephone
Deal with enquiries with tact, discretion and initiative, following
procedures
Direct telephone enquiries to the required person, fluently
and accurately
Take messages effectively
Outcome:
Caller assured and confident of a response from a very professional
individual and organisation
Duration:
One Day
Cost: £160
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