Professional Telephone Techniques

First impressions count and personnel who deal with internal and external queries are often the first point of telephone contact. This course is designed for people who are required to handle all situations using the telephone as part of their role in a professional and courteous manner. It will enable delegates to acquire the skills to break down communication barriers and respond to the needs of the caller.

Key Objectives

After attending this course delegates will understand:

• Recognising the impact of voice and tone
• Using listening skills and questioning techniques
• Effectively handling difficult callers
• Increasing confidence to deal with calls competently
• Delivering messages promptly and accurately

Course Outline

• Making first impressions count
• Developing telephone personality
• The impact of attitude and body language
• Adopting a positive approach to customers
• Listening and responding skills
• Displaying confidence through voice and tone
• Gathering relevant and accurate information
• Taking/leaving an accurate message
• Dealing with difficult people
• Maximising system capabilities

Key Benefits

• Effective use of customers’ and staff time.
• Greater customer satisfaction
• Reduced risk of missed sales opportunities
• Positive customer relationships