New Course

Details

Time:9.00am to 1.00pm
Venue:Approved Courses Training Room
Cost:£175.00 per delegate
Included in the price: Notes for the course and refreshments

Course Description

The way you handle the telephone reflects on you and your company or department.In today’s world the phone dominates business communications. You can buy, sell, research new markets, provide quality customer service and make lasting impressions whilst using the telephone.

This course will help you to use the phone naturally and well. You will learn the art of physical and mental preparation for phone calls, keeping your objectives clear, relaxing and empathising with your caller.

Course Design

The Telephone Skills Workshop is a ½-day intensive tutor-led course that combines tutoring and practical work.

Target Audience

There are no prerequisites.The course is designed for any employee at any level.

Learning Content

Unit 1 – Introduction to Telephone Skills

Projecting the right company image

Benefits of good communication

Basic rules when answering the telephone

Projecting personality

Voice, manner and language

Benefits of listening

Customer/client care

Unit 2 – Effective Communication - Inbound Calls

Methods for screening calls

Guidelines for the effective use of voice mail

Why an effective voice mail greeting is important

Options when a call cannot be connected

Guidelines for taking messages

Steps for transferring a call

Steps for putting a caller on hold

Unit 3 – Effective Communication - Outbound Calls

Reasons why you should plan calls

Guidelines for managing stress before you call

Guidelines for preparing to make calls

Steps to take when returning calls

Guidelines for developing secondary contacts

Guidelines for leaving effective voice mail messages

Guidelines for delivering negative messages

Strategies to ensure your message is accepted