Effective Telephone Techniques

Objectives

To build confidence and skills enabling professional telephone call handling.

Duration

Course duration is 1 day

Who should attend?

Receptionists, Customer Service staff, and those acting as a first point of contact within their organisation.

Course content

The course will cover the following:

• Answering and introducing calls
• Challenges of telephone communication
• Telephone etiquette and rapport building
• Listening skills
• Understanding and adjusting to different communication styles
• Gathering and recording information
• Questioning techniques
• Handling objections and managing complaints
• Handling angry or difficult callers
• Closing a call positively

Outcomes

On completion of the course, delegates will be familiar with telephone etiquette, and how to answer and make calls professionally.

Delegate preparation

No prior preparation required

Refreshments

Hot and cold drinks available when delivered at a Sanctus Training venue.