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In business we all know first impressions count. So can
you be sure that your teams are aware of this crucial point?
This workshop provides practical knowledge from how the
phone is physically first picked up to how the call is
actually handled.
Objectives
By the end of this training, the participants will be able
to:
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Understand the importance of improved telephone
skills
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Build liaison with callers
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Determine what callers want from telephone service
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Understand the non-verbal components of effective
telephone use
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Enhance active listening on the telephone
Contents
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The basics of telephone etiquette (opening and
closing)
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How to deal with difficult calls (and turn them into
professional satisfaction)
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How to correctly handle incoming (diverting) and
outgoing calls
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How to listen and speak effectively on the phone
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Use of voice and tone to build rapport with callers
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Check understanding
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Take better telephone messages
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Handle difficult callers without stress
Learning outcome
After the workshop the participants will understand the need
to be a professional to project the right first impression
and help their organizations build long lasting
relationships with their customers.
Who should attend
The target audience is receptionist, secretaries,
assistants, and working professionals from any discipline or
department.
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