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Effective Telephone Skills

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Course Synopsis

A good or bad organisational image is often determined by the initial contact via telephone. This workshop explores the skills necessary to ensure that this first impression is a favourable one. It will provide answers that can be applied practically to ensure that all who use the telephone in your organisation do so effectively.

Typical Course Outline

    Internal communications

  • Inbound sales
  • Outbound sales
  • Customer service
  • Creating a business-like image
  • Team requirements
  • Team performance
  • Establishing a segmented customer base
  • Taking calls
  • Making calls
  • The enthuse technique
  • Perfecting your personal telephone skills
  • Barriers to communication
  • How to overcome problem situations
  • Ways to ensure continual mastery of telephone techniques

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