EFFECTIVE TELEPHONE SKILLS
1 day

Main Aims of the Programme:

1. To establish an agreed, acceptable standard of handling the telephone at the workplace.
2.  To highlight the common mistakes  when using the telephone as a business tool
3. To assist participants to develop effective telephone techniques at the workplace

At the end of the programme, participants will be able to:

• understand and appreciate common telephone courtesy skills
• understand their personal roles in executing effective telephone management by practicing their skills and assessing their own performances
• identify common difficulties in handling customers over the phone and how to handle these challenging calls
• develop a checklist for effective telephone techniques ate the workplace

in a nutshell…..Effective Telephone Skills covers:

1. Defining Own Role & Setting Personal Goals
2. Personal Telephone Communication Skills
3. Telephone Courtesy Skills
4. Listening Skills
5. Business Telephone Etiquette  - The Do’s & Don’t of Telephone Handling
6. Enhancing Your Telephone Personality
7. Developing Service Standards

 a very practical, real experience-based programme aimed at instilling awareness, need and urgency for team working towards mutual benefit of employee and employer.