Telephone Call Handling

turning good morning into good business

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.

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• Click here to make an in-company enquiry

Programme Contents

• Communicating by Telephone
• - Points of difference - telephone v face to face communication
• - The golden rules
• Telephone Techniques
• - Answering the incomming call
• - The proper use of check lists
• - Transferring calls
• - Taking mesages
• - Leaving professional voice mesages
• Telephone Skills
• - How to sound confident, caring and helpful
• - Learning to listen
• Handling Awkward Callers
• - Understanding customer moods and attitudes
• - Handlingcomplaints
• - Dealing with the difficult call
• - Telephone assertiveness
• Instant Role Play
• Persoanl Commitment to Quality Service
• - Personal performance standards
• - Your action plan
  
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Testimonials