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Telephone Techniques
1 Day Course
Course Objectives:
 

To enable individuals to: £1300 per day for up to 8 delegates

  • recognise the importance of correct telephone techniques
  • analyse recordings of their techniques
  • increase their self confidence
  • improve their telephone manner
  • convey a positive impression on the telephone
Course details:
  • Communication

  • corporate image and the telephone
    creating the right impression
    limitations of the telephone
    confidence on the telephone
    your telephone voice
    some 'do's and 'don'ts'
    moments of truth
     

  • The incoming call

  • a positive response
    knowing when to take responsibility
    acknowledging the caller
    dealing with enquiries
    avoiding frustration
     

  • Progressing calls

  • knowing when to transfer a call
    announcing calls
    receiving announced calls
    action to follow if transfer refused
    need for accuracy
    avoiding negative statements
     

  • Taking messages

  • taking responsibility
    listening skills
    checking for understanding
    the relevant information
    answering machines and voice mail
     

  • Difficult calls

  • the rude, aggressive caller
    the timid caller
    the talkative caller
    the unwanted caller
    offering the caller alternatives
    complaint calls
    handling calls requiring caution and judgment
     

  • Voice mail

  • your voice mail message
    leaving voice mail messages
    returning voice mail messages
     
    Tailoring the Course Content:

    Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

    • Incorporating your organisation's documentation
    • Referring to your organisation's policies, guides and procedures
    • Agreeing pre-course and post-course work
    • Tailoring exercises and the course manual to suit your requirements

    For further details on how Catalyst can tailor your course see Tailored Courses.

    Facilitation:

    This one-day course is extremely practical.  Each delegate will spend much of the day on the telephone, practicing and refining the techniques they have been taught. Our closed circuit telephone laboratory and the the informal, relaxed atmosphere enables delegates to listen, in private, to their own telephone manner and learn how to improve it.

    Who should attend?:

    This course is designed for people who are new to using the telephone in a business environment or who need to improve their confidence and skills on the telephone.  People who are already experienced users may be more suited to our Customer Care on the Telephone course.

     

     

     

     

       
    Designed by TWD