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EFFECTIVE TELEPHONE SKILLS
1 day

Main Aims of the Programme:

    1. To establish an agreed, acceptable standard of handling the telephone at the workplace.
    2.  To highlight the common mistakes  when using the telephone as a business tool
    3. To assist participants to develop effective telephone techniques at the workplace

At the end of the programme, participants will be able to:

  • understand and appreciate common telephone courtesy skills
  • understand their personal roles in executing effective telephone management by practicing their skills and assessing their own performances
  • identify common difficulties in handling customers over the phone and how to handle these challenging calls
  • develop a checklist for effective telephone techniques ate the workplace

in a nutshell…..Effective Telephone Skills covers:

  1. Defining Own Role & Setting Personal Goals
  2. Personal Telephone Communication Skills
  3. Telephone Courtesy Skills
  4. Listening Skills
  5. Business Telephone Etiquette  - The Do’s & Don’t of Telephone Handling
  6. Enhancing Your Telephone Personality
  7. Developing Service Standards

 a very practical, real experience-based programme aimed at instilling awareness, need and urgency for team working towards mutual benefit of employee and employer.