TELEPHONE TECHNIQUE

AIM

To enable delegates to assess their own telephone technique and develop appropriate skills to enhance personal and organisational performance when dealing with others using the telephone.

OBJECTIVES

By the end of the workshop delegates will be able to:

• Promote a more caring and professional image to the customer.
• Employ professional telephone behaviour.
• Recognise the need for customer care on the telephone.
• Explain the difference between face-to-face and telephone communications.
• Handle incoming and outgoing calls effectively.
• Explain how to take down a message.
• Describe how to make a call to a voicemail service.
• Use the phonetic alphabet.
• Understand how to deal with difficult customers on the telephone.

PROGRAMME CONTENT

• The telephone as a means  of communication
• Telephone annoyances
• Professional telephone behaviour
• Telephone perfection
• The phonetic alphabet
• Answering machines and voicemail3 stages of professional telephone behaviour
• Dealing with difficult customers on the telephone

This workshop is delivered in an interactive style using a range of training techniques and resources.  Course handouts are provided.