16 April 2010, - Bayview Hotel

Introduction

In today's competitive business world, a great deal of our important internal and external communication is delivered over the telephone. Hence, the telephone has become an integral part of the way we do business and it is recognised to be a powerful communication tool. Customers form opinions very quickly on whether the person who answers the telephone is willing and able to help them or not, just by listening to the tone of voice. If you do not use professional telephone techniques, you will not only have dissatisfied customers, you may also lose customers. Because of this, professional telephone behaviour is very important and requires up-to-date guidelines.