HRM SKILLS - Telephone Techniques
 
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Telephone Techniques

Great telephone etiquette goes beyond a good voice and well-chosen words. It is a learned behavior and speech pattern that includes having a positive service attitude, empathy and skills in listening, questioning and negotiation. This seminar equips participants with the basic skills necessary to project a professional image of themselves and the organization over the telephone.

Outline:

Your Telephone Voice

  • Communication Skills

  • Qualities of a Good Telephone Voice

  • Gaining your Client's Trust

  • Create a Great First Impression

  • Put your Customer at Ease

  • Finding a Better Phrase

  • End your Great Impression

  • Ending a Call Politely and Professionally

  • Prepare Yourself

  • Professional Handling of Incoming Calls

  • Transferring Calls

  • Taking Messages

  • Effective Questioning

  • Questioning Techniques

  • Open and Closed Questions

  • Questions to keep Control of the Call

  • Irate Clients

  • Irate Clients

  • The Challenge of Irate Clients

  • How to Defuse Irate Clients

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    Telephone Techniques

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