Telephone Techniques Seminar
Starts: February 10, 2010 - 9:30Seminar Content
Improving communication skills
The importance of voice and attitude
Learning what to say and what NOT to say
Developing effective listening skills and questioning techniques
How to sound confident and helpful
Understanding the customer needs
Handling awkward situations and calls
Taking messages , handing over and re-routing calls
The importance of voice and attitude
Learning what to say and what NOT to say
Developing effective listening skills and questioning techniques
How to sound confident and helpful
Understanding the customer needs
Handling awkward situations and calls
Taking messages , handing over and re-routing calls
Aims and Objectives
To acquire a confident and friendly telephone manner. Develop the skills necessary to deal with awkward situations and the taking and passing on of messages in a professional manner
Increased work effectiveness for individuals through better understanding and application of the key responsibilities involved in the job role
Workbook to use as a reference guide on completion of the course
The opportunity to gain a widely recognised Pitman Training Certificate
Target Audience Increased work effectiveness for individuals through better understanding and application of the key responsibilities involved in the job role
Workbook to use as a reference guide on completion of the course
The opportunity to gain a widely recognised Pitman Training Certificate
Those who would like to improve their telephone communication skills , but in particular those who use the telephone as an important part of their job
Prerequisites None