| Telephone Skills |
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| AN ESSENTIAL PART OF THE ORGANIZATION'S IMAGE |
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| LEARN HOW TO: |
- avoid perceptions of indifference
- impress the caller
- deal positively and assertively with issues
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| AIM TO: |
- inter-act effectively with the caller
- build cooperation with callers
- use the telephone as a form of Customer Care
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| ESTABLISH: |
- confidence
- responsibility
- skills
- action
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| OBJECTIVES |
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| The seminar enables participants to: |
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| Manage the Call |
- introduce oneself clearly and quickly
- clarify the caller's reason for calling
- summarise the caller and close the call professionally
- write up notes clearly and economically
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| Show Confidence |
- demonstrate confidence and a professional attitude
- show initiative when dealing with incoming and outgoing calls
- make good impressions
- treat calls as a form of customer care and teamwork
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| Communicate |
- present information clearly
- ask the right questions
- listen and summarise actively
- note-take at the speed of normal speech
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| Be Assertive and Take Responsibility |
- have an assertive attitude and a positive style
- show initiative and deal with issues immediately
- handle difficult calls and deal with aggression
- plan and deal with outgoing calls quickly and effectively
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