TELEPHONE SKILLS

Course outline

Business is lost every day because of a ‘less than perfect’ telephone manner. Do YOUR people project the right image on the phone? Does EVERYONE sound friendly, positive, professional and understanding? Do YOUR customers feel confident at the end of the call?

If all your team creates a positive first impression and manages calls effectively, it’s the first step to securing the business of your existing and potential customers.

On this course, delegates learn:

• What a customer needs from a phone conversation and how to provide it
• The power of the first impression and how to create it on the phone
• Call structure and why it’s essential
• Six elements of voice and how to use voice to project the best image
• Words that work and words that don’t
• Listening and questioning skills to explore what the customer really wants
• DO’s and DON’Ts of telephone etiquette (holding, transferring, re-routing, messages)
• Tips to stop a call from becoming challenging; how to manage the call
• The secret to achieving a positive result all the way through the call

This course will develop the skills of anyone who’d benefit from understanding telephone etiquette so your business stands out as one of the best.

Contact us if you’d like to find out more about this course. If it’s not exactly what you’re looking for, talk to us so we can advise on a course to suit you.