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Learn How To Create Effective Images With Your Voice
Creating Images with the Voice
| Course Ref. | 10028 |
| No. of Days | 1 |
| Participants | 6 to 8 |
Target Audience
Receptionists (and those who also act as switchboard operators); message desk staff; switchboard operators; relief staff for any of these roles.Course Objectives
Identify new ways to create positive impressions of themselves and their firmControl calls in the most efficient way
Deal effectively with all callers
Methods
Presentation, discussion in small and large groups, voice exercises and practical situations using telephone recording equipment.Course Contents
Welcome and introductions
Course objectives and overview
The operator's role
- Client care
- Repercussions and consequences
Greeting
- Standards
- Tone/pace/volume
- Crisp and polished
Dealing with queries
- Controlling the call
- Asking questions
- Offering alternatives
Closing the call
- The silent close
- Using reassuring words
The message desk
- Identification and greeting
- What options are available?
Practical situations using telephones
Action session
Summary and close
