Effective Telephone Techniques

Description

Overview

This course is for individuals who are required to make and take calls to communicate effectively with customers, suppliers or colleagues.

Aim

This is a practical workshop that challenges attendees to understand the strengths and weaknesses of their current telephone style, and help them develop more confident and successful telephone behaviours.

Content

By the end of the course, delegates will:

• Understand the advantages and limitations of their own telephone style, and identify development areas.
• Know how to make a positive impression and use active listening and effective questioning.
• Recognise the challenges of communicating over the telephone and how to overcome
   them.
• Use techniques to be more effective over the telephone and make the customer feel valued
• Plan telephone calls successfully
• Manage “difficult” calls, while remaining calm and in control.