Telephone Techniques
Course synopsis
A one day telephone skills workshop designed to improve telephone techniques, communication skills, and present a professional customer focussed image for your organisation. The first few seconds of a telephone conversation can either create a positive or negative image for your company. This telephone skills workshop will ensure that you get it right first time, every time.
Who is the course for?
This course is aimed at people who handle the telephone in their everyday work environment and are required to present a professional customer service image over the telephone in a consistent manner. From frontline receptionists and small business managers through to senior managers, the course will enable all participants to walk away with new ideas and better telephone skills.
Course Objectives
The aim of this workshop is for participants to:
- Become proficient in handling the telephone correctly
- Be able to communicate effectively with existing and potential customers
- Offer a higher level of customer service on behalf of your organisation
Format of Workshop
The workshop is highly interactive in nature. The use of role-plays, videos and group discussions will give participants practical “hands-on” telephone skills
Workshop Outcomes
At the end of this workshop, participants will be able to:
- Understand and demonstrate proficient call handling procedures
- Identify customer needs and meet those needs effectively
- Present a professional customer service image displaying telephone courtesy and etiquette
Key Modules
- The fundamentals of service excellence
- Call dynamics and etiquette
- Effective telephone techniques
- Essential communication skills
Workshop dates
Schedule for: 2010 | 2011
- 14 Sep, 2010
Investment
$395