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Professional Telephone Skills - 1 Day Course
The telephone is the most familiar piece of technology in the workplace and its use is often taken for granted in the way we speak to our customers, the way relationships are forged or broken and the way information is relayed. The ability to communicate in a prompt, friendly and professional manner is essential to creating the right impression and getting your message across.
Course Aims:
Professional Telephone Skills training course will enable delegates to develop, or refresh, the techniques and skills required to make and take calls effectively. They will learn and practice methods for giving and receiving information logically and clearly, building rapport and dealing with difficult callers
You will learn:
· Create the right impression of yourself and your company and present an image of total customer care
· Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.
· Handle calls in a structured way, project professionalism in words and voice and speak with clarity.
· Manage difficult and aggressive customers and resolve problems successfully.
· Ask the right questions, listen and deal with enquiries, messages and complaints effectively.
Course Outline
• Experience of dealing with calls
• First impressions
• Basic call handling
• Communication skills
• Open and closed questions
• Active listening
• Transferring calls
• Handling difficult situations
• General rules
• Maintaining a positive approach
• Dealing with phone rage
• Overcoming anxiety
• The Do’s and Don’ts
• Resolving Problems
• Review and personal action plan
• Experience of dealing with calls
• First impressions
• Basic call handling
• Communication skills
• Open and closed questions
• Active listening
• Transferring calls
• Handling difficult situations
• General rules
• Maintaining a positive approach
• Dealing with phone rage
• Overcoming anxiety
• The Do’s and Don’ts
• Resolving Problems
• Review and personal action plan
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