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Learn How To Improve Your Telephone Skills
Telephone Skills and Behaviour
| Course Ref. | 10029 |
| No. of Days | 1 |
| Participants | 6 to 10 |
Target Audience
All staff who may be inexperienced at using the telephone or who need to refresh their skills; as well as those who are new to the professional environment.Course Objectives
Create a positive first impression of themselves and their firm at the telephoneKnow the firm's procedures and protocols for handling telephone calls
Take control of calls confidently and efficiently
Methods
Presentation, discussion in small and large groups, exercises and practical situations using telephones and recording equipment.Important notes
This course does not cover situations which may be especially difficult or sensitive. Please therefore also see related courses.Course Contents
Welcome and introductions
Course objectives and overview
Good and bad telephone behaviour
What is a professional telephone manner?
- Why organisations lose clients
Ways of adopting a professional telephone manner
The verbal handshake
- First impressions
- It's not just what you say
- Using your voice
- Tone-pace-volume
Getting the message
- Learning to listen
- Dealing with enquiries
- Message taking
Offering help
- Taking responsibility for a call
- Handovers and transferring calls
- Making outgoing calls
- Following up and keeping promises
The do's and don'ts of telephone behaviour
Action session
Summary and close
