B Learning
Professional Telephone Techniques

Professional Telephone Techniques

Who will benefit
Anybody who communicates with customers or colleagues by telephone.
Objectives
Manage customer or colleague calls confidently and professionally with friendly enthusiasm. Acquire the skills for a consistently high standard of telephone behaviour.
Course Content
  • Review the essential knowledge, skills qualities for today’s customers
  • Create a professional and customer focussed approach on the telephone
  • Essential skills for handling calls professionally: Answering and dealing with incoming and outgoing calls, holding calls, transferring calls, message taking and closing calls
  • Using voice mail
  • Building rapport and developing customer understanding
  • Communication skills, voice, language, active listening and questioning techniques
  • Controlling the call
  • Managing difficult situations and managing emotions
  • Practical tips and ideas for handling difficult situations and angry callers
  • Action planning
Course Duration
1 Day

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