Telephone Techniques
Description: This course is aimed at staff who take incoming calls and enquiries from customers as well as those who have to make outgoing calls. It aims to reinforce effective communication skills and to demonstrate how to positively influence people with whom you are dealing.
Prerequisites:
How to answer the phone correctly:
How to deal with unusual queries:
How to deal with multiple calls competently:
Sentences and words that should not be used:
How to abbreviate calls without customers realising:
How to control conversation and get the information you require:
How to deal with irate or abusive callers:
Hints on being patient & not taking calls personally:
How to remain postitive on the telephone