Telephone Call Handling - NEW for 2009

turning good morning into good business

1 Day - Non Residential

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.

• Can't wait until 2009? We can run this as an incompany course exclusively for you at a date to suit your needs.
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• Click here to find out about in-company training
• Click here to make an in-company enquiry

 

Delegate spaces available on the following course dates:

Fee includes course materials, use of video and other training equipment as required. Lunch and light refreshments are also included. Prepared key topic notes for delegates' future reference are provided. The number of delegates attending each course is limited in order to ensure individual participation.

If overnight accommodation is required we often have special arrangements with local hotels.

 

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