About This Training Course

"In this Telephone Skills training course students will learn to strengthen and build telephone communication skills so that the opportunities arising from inquiries, service and sales calls are maximised.

This workshop is designed specifically for those who are on the front line and those who are the main interface between the organisation and their clients or public.

Those who have recently benefited from this course include: Switchboard Operators, Secretaries, Administration Assistants, 'Help Desk' Operators, Receptionists, Office Assistants & Sales Administrators."

Subjects Covered

"Making a Good First Impression
- How to greet callers
- Hidden attitudes that can be heard
- Establishing rapport
- Using positive language

Telephone Etiquette - Do's and Don'ts
- Good telephone etiquette
- Screening calls without offending
- Effective message taking
- Avoiding telephone tag
- Using answering services and voice mail effectively

Why Are They Calling?
- Defining the purpose of the call
- Keeping calls short and sweet - without rushing
- Helping callers identify what they want Specific Communication Skills
- Using your voice to your advantage
- Listening and questioning techniques

Dealing with Distractions
- How to deal with interruptions
- Keeping your own work on track
- How to prioritise and manage your different roles

Handling Difficult Situations
- Identifying and understanding reasons for difficult communications
- Anticipating problems and finding solutions
- Managing emotions and defusing stressful situations
- Developing self-confidence "

Training Course Outcomes

"* Maximise sales and service opportunities
* Cope effectively with a busy switchboard and heavy call traffic
* Project a confident and professional image
* Deal with difficult calls skillfully and create positive results from complaints
* Offer exceptional service to all your callers. "