Telephone Techniques
Learning Objectives:
- State Key Tactics in Managing Telephone
- Essential Telephone Techniques
- Apply Assertive Communication Skills
- Dealing With Difficult Callers
Learning Outcomes:
Participants completing the course will be able to:
- State the need to create a good first impression when the customer calls.
- Identify barriers in using the phone to deliver excellent service to the customers.
- Develop professional telephone skills.
- Apply assertive communication skills when referring phone calls.
- Handle difficult callers effectively.
Outline:
Your Telephone Voice
- Communication Skills
- Five Qualities of a Good Telephone Voice
- Vocal Qualities Checklist
Gaining your Client's Trust
- Create a Great First Impression
- Put your Customer at Ease
- Finding a Better Phrase
- End your Great Impression
- Ending a Call Politely and Professionally