Telephone Techniques

Course: HTA09027

THIS ONE DAY COURSE IS FOR:

anyone who spends a significant amount of your time dealing with either internal or external customers on the telephone.

THIS COURSE IS DESIGNED TO HELP YOU:

improve your confidence and influencing skills when dealing with people on the ‘phone. You will have the opportunity to discuss the challenges you face, explore a variety of techniques for handling different kinds of telephone conversations, and practise the key skills needed to deal with others over the ‘phone.

THIS COURSE WILL GIVE YOU:

the skills to develop rapport quickly, project a professional image of your organisation, and deal assertively, constructively and professionally with different types of customers and difficult situations over the ‘phone.

COURSE OBJECTIVES:

• Understanding the principal skills needed to use the telephone effectively, and correctly use your voice, language and a professional approach to influence others
• Create the right impression of your organisation and yourself when handling different kinds of telephone situations
• Build rapport confidently with customers you can’t see and who can’t see you – Obtain the information you need efficiently and effectively
• Use the time with the customer to maximise potential influencing opportunities – Handle difficult people and situations confidently and professionally