Turning good morning into good business

Non Residential Course

The telephone remains an important means via which people contact your organization. Well handled calls build your, and your organisation's, reputation. This fun and practical workshop is for every member of staff who answers the telephone. Delegates will learn the key skills and special techniques necessary to be effective when answering inbound calls and dealing professionally with all types of caller.

• Can't wait until next course? We can run this as an in company course exclusively for you at a date to suit your needs.
• Programme Contents

• Fee includes course materials, use of video and other training equipment as required. Lunch and light refreshments are also included. Prepared key topic notes for delegates' future reference are provided. The number of delegates attending each course is limited in order to ensure individual participation.

If overnight accommodation is required we often have special arrangements with local hotels.

For more information about course duration please contact us

Programme Contents

• Communicating by Telephone
• - Points of difference - telephone v face to face communication
• - The golden rules
• Telephone Techniques
• - Answering the incoming call
• - The proper use of check lists
• - Transferring calls
• - Taking messages
• - Leaving professional voice messages
• Telephone Skills
• - How to sound confident, caring and helpful
• - Learning to listen
• Handling Awkward Callers
• - Understanding customer moods and attitudes
• - Handling complaints
• - Dealing with the difficult call
• - Telephone assertiveness
• Instant Role Play
• Personal Commitment to Quality Service
• - Personal performance standards
• - Your action plan

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