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Telephone Techniques
Objectives
In this 1-day workshop, participants will learn about:
Project a positive and professional telephone image.
Power up your telephone manners with fundamental telephone skills.
Learn how to structure your telephone calls and manage different types of incoming calls effectively.
Exercise active listening to determine accurately the needs of your customers.
Identify challenging callers and turn them into happy customers.
Outline
Developing a positive telephone image
Essentials needed to power up your telephone manners
Structure your telephone call
Managing challenging calls
Action planning developing good telephone techniques/skills
Who Should Attend
Administration and reception staff who recognise the benefit from
continuing development and improvement of their existing telephone skills.
Methodology
This workshop uses experiential learning technology. It is conducted
in a participative environment through use of short lecture, group
activities and discussion.
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Telephone Techniques
Telephone Techniques
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