Telephone Techniques

Duration 1 day

The telephone is perhaps the most essential of business tools. Every member of your organisation will use a telephone. Whether it is the accounts department, sales office, secretarial or reception staff, everyone creates an impression with your customers.

This programme is vital for any member of staff who picks up a telephone.

This highly participative course is designed for all staff who at some moment within their working life will have the opportunity to impress the customer with efficiency, courtesy and professionalism when dealing on the telephone. The customer that receives good customer care will call again.

Course Content

Importance of First Impressions
What are the Customer's Needs?

Why Communicate by Telephone
Why does it matter?

Skills of Communication
Learn to Listen

Making the Best of your Voice
Prepare

Getting the Information Correct First Time
Practical Exercise

Dealing with Complaints Effectively and Pleasing the Customer
Building Better Relationships

Future Action Plans for Self Development

Assertiveness
The course was just the right length; my attention was kept throughout the course. Carolyn is a very good trainer who is interested in delegates own situation

Port of Felixstowe

Corporate Telephone Techniques
Very Knoweldgeable. Brought group out of their shell.

Prospects Training Solutions

Introduction to HR
Very interesting course. I enjoyed discussing some of the case studies and subjects. Carolyn (the trainer) was very informative.

Anglia Care Trust