Telephone Techniques

Designed for:
All staff 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.

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.

Course 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

Benefits

• Increased work effectiveness for individuals through better understanding and application of the key responsibilities involved in this job role
• Workbook to use as a reference guide on completion of the course
• The opportunity to gain a widely recognised Pitman Training Certificate

Course duration:
1 day

What next: 
Business Writing Skills Seminar
Better Business Letters Seminar
Professional Receptionist Seminar