Duration

1 day

Aim

To increase awareness of the importance of good telephone manner and install guidelines for its usage to keep to a recognised company procedure.

Target Audience

Designed for those who have little or no previous formal training in telephone techniques and who use the telephone as part of their job.

Prerequisites

This course assumes no prior training within this subject.

Course Content

 Telephone techniques  Telephone and face-to-face communication  Voice control  Telephone behaviour  Incoming and outgoing calls  Dealing with objections  Follow-up calls  Information pointers  Recording meaningful information  Customer care  Action Plan

Course Objectives

At the completion of this course participants will be able to:

 Know arrange of telephone techniques  Understand voice control including tonality  Deal with abusive customers in a controlled and professional manner  Manage and control information recording  Understand the importance of ownership

Course Outline