TELEPHONE SKILLS
What the course covers
Nature of communication.
Choosing the most appropriate communication method.
Importance of first impressions from the caller’s standpoint.
Giving callers the wrong impression.
Challenges of communicating by phone.
Factors of good and bad communication on the telephone.
Essential preparation to take the call.
The 6 W’s of message taking.
Questioning skills.
Active listening skills on the phone.
Factors of voice to add impact - Power, Pace, Pronunciation, Pitch.
Tactics and tips to cope with anger and complaints.
3 steps to assertive behaviour.
6 steps to an incoming call.
Skill practice to experience the telephone process in practice.
Duration
1 day
Target Audience
All Staff who use the phone but particularly those who deal with incoming calls from Customers.