Corporate Training
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:
- Understand the importance of improved telephone skills
- Build liaison with callers
- Determine what callers want from telephone service
- Understand the non-verbal components of effective telephone use
- Enhance active listening on the telephone
Contents
- The basics of telephone etiquette (opening and closing)
- How to deal with difficult calls (and turn them into professional satisfaction)
- How to correctly handle incoming (diverting) and outgoing calls
- How to listen and speak effectively on the phone
- Use of voice and tone to build rapport with callers
- Check understanding
- Take better telephone messages
- 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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