Telephone Techniques

 Telephone Techniques Seminar

Designed for:            All staff who would like to improve their telephone communication skills, but in particular those who use the telephone as an important part of their job.

Prerequisites:           None.

Objectives:                To acquire a confident and friendly telephone manner.  Develop the skills necessary to deal with awkward situations and the taking and passing on of messages in a professional manner.

Course Content

·         Improving communication skills

·         The importance of voice and attitude

·         Learning what to say and what NOT to say

·         Developing effective listening skills and questioning techniques

·         How to sound confident and helpful

·         Understanding the customer needs

·         Handling awkward situations and calls

·         Taking messages, handing over and re-routing calls

Benefits

n    Increased work effectiveness for individuals through better understanding and application of the key responsibilities involved in this job role

n    Workbook to use as a reference guide on completion of the course

n     The opportunity to gain a widely recognised Pitman Training Certificate

Course duration:      One Day

What next:                 Business Writing Skills Seminar

                                    Better Business Letters Seminar

                                    Professional Receptionist Seminar