Call us on 01732 897511
01732 897511
Thursday 9th February 2012
Telephone Techniques
Description
In all types of business it is important to work smarter, not just harder. The impact that one's voice and telephone manner has on the person at the other end of the line is rarely considered. The image projected by the voice is crucial - first and lasting impressions can arise from phone communication.
This course will help the delegates to be aware of what they say, and the way they say it, which will leave no doubt that they are in the business of achieving success.
What will you learn?
- To feel more confident about their abilities to deal with telephone calls
- To understand that telephone nerves can be cured through good preparation
- Practical skills and techniques, which can be put to work to improve managing calls and keeping in control in difficult situations.
Course content
Introduction
- What is a successful telephone manner?
- Self assessment on performance
Telephone Techniques and Essential Preparation
- Talking and listening on the telephone
- Coping with stress
- Golden telephone rules
Keeping In Control
- Managing your time effectively on the telephone
- Structuring your calls
- Answering calls effectively
Dealing with Conflict and Complaints
- How to be assertive in a difficult situation
- Strategies to cope with conflict
- A guide to dealing with complaints
- Developing a confident approach
Developing Skills
- Role Plays
- How to develop your skills
- Development action planning
Dates for this course
Please contact the team for dates of this course
