The telephone remains an important means via which people contact your organisation. Well handled calls build your, and your organisations, reputation. This fun and practical workshop is for every member of staff who answers the telephone. Delegates will learn the key skills and special techniques necessary to be effective when answering inbound calls and dealing professionally with all types of caller.
Programme Contents Communicating by Telephone - Points of Difference – Telephone v Face to Face Communication - The Golden Rules Telephone Techniques - Answering the Incoming Call - The Proper Use of Check Lists - Transferring Calls - Taking Messages - Leaving Professional Voice Messages Telephone Skills - How to Sound Confident, Caring & Helpful - Learning to Listen Handling Awkward Callers - Understanding Customer Moods & Attitudes - Handling Complaints - Dealing with the Difficult Call - Telephone Assertiveness Instant Role Play Personal Commitment to Quality Service - Personal Performance Standards - Your Action Plan
Who will benefit from this course Everyone who answers the telephone and wants to improve their call handling techniques.
Description of the course This one-day workshop starts by identifying the key differences between face-to-face and telephone communication. Essential telephone techniques, including the correct way to handle an incoming call, transferring calls, taking messages and leaving professional voice messages are discussed and the do’s and don’ts of communicating by telephone identified. The skills needed to communicate clearly and confidently on the telephone are practiced and delegates are also shown how to handle awkward callers.
Course objectives - To understand the special techniques necessary to be effective on the telephone - To know how to communicate clearly and confidently with all callers.
What you will gain You will gain increased confidence in dealing with all types of caller and be able to create a good impression of yourself and your company when answering the telephone.
Course timings Start: 9.45 am Finish 5.00 pm
Recommended Follow-on Courses: A structured personal development programme can be prepared from a selection of Spearhead courses. The following are recommendations - our tutors would be pleased to answer questions or advise:
Business Writing Skills – the principles and practice of effective business writing
Telephone Sales – the right way to win business on the telephone
Assertiveness Techniques to Build Self Confidence – the art of confident communication
Customer Service Training – delivering exceptional service
The course either has new dates in data loading, or is only run as a dedicated or In Company course.