Professional Telephone Skills
DESCRIPTION
A practical intensive 1-Day telephone skills training course that includes all you need to know about business telephone etiquette and professional telephone call handling techniques.
THIS COURSE WILL HELP YOU TO:
Adopt a telephone manner that will immediately impress customers and callers.
Implement gold standard company wide practices that will help you stand out from the competition.
Improve customer/caller satisfaction ratings and improve business retention levels.
Achieve greater call control and more positive outcomes to you telephone transactions.
Increase internal morale and overall staff motivation.
Reduce incidences of conflict and misunderstanding among customers and callers.
COURSE CONTENT
• Greeting Callers Professionally
• Directing Customer Calls
• Controlling The Call
• Building rapport On The Phone
• Professional Telephone Etiquette
• Projecting A Positive Attitude
• Communicating With Confidence
• The Power Of Words
• Personal Organisation
• Taking Messages / Call Logging & Follow Through
• Human Relations
• Dealing With Awkward Customers and Complaints
