Telephone Techniques

Who Should Attend

This course would suit anyone looking to improve there telephone manner, its particularly appropriate for those in telesales, customer service or call centre roles where a large majority of the time is spent on the phone to customers.

Benefits

Participants attending the workshop will develop a confident and professional telephone manner, they will gain an understanding of best practice and key stages of a call and learn the techniques to control and guide the call.

Learning Outcomes

• Create a professional image on the telephone
• Use phone communication to your advantage
• Know the key stages of a call
• Use your voice and language to sound professional
• Control a call and gain information
• Question and listen effectively
• Know the importance of check-back
• Sound professional in your voice and words
• Manage a difficult situation
• Learn the different customer service styles
• Handle dissatisfaction
• Screen calls properly