Telephone Skills
One Day Course

Course Overview

Effective use of the telephone is an essential skill within every department of every organisation.  Many people are unaware of the image they portray whilst involved in telephone conversation.  This training course aims to give the delegate the skills required to understand what constitutes a good telephone manner; gain confidence and give a good impression when dealing with different people on the telephone and pass on messages effectively.

Delegates Requirements

This workshop is highly practical. Delegates will be required to take part in group discussions, role play using the telephone and individual exercises to develop their skills.

Who Should Attend

 This training course is designed for delegates who are required to use the telephone as an integral part of their role and require development in their skills.

Course Outline

Topic Heading

Introduction to Telephone Skills

The importance of the telephone in business

How we communicate

When to telephone, write or meet

Customer Care

What is customer care

What is the true value of giving customer care

Who are your customers

Communication skills

How we communicate

Understanding moods and attitudes

First impressions

Listening skills

Using the telephone effectively

What constitutes a good telephone manner

How to answer the phone effectively

Voice control

Questioning techniques

Planning the outgoing call

Some do’s and don’ts

Exercises and role play

Personal Action plan

TO BOOK A COURSE
Telephone 01794 521449