Telephone Techniques

Your course content includes:

• The importance of using the telephone and what it means to the business
• Professional telephone manner
• How to really listen, with helpful hints and tips...
• Receiving and making a telephone call
• Creating a great first impression
• Asking the right questions
• Do’s and don'ts – Complaints
• Being assertive on the telephone
• Useful and practical exercises
• Discussion scenarios
• Content updated: September 2010

Comprehensive delegate handout packs:

• Containing practical and well written theory (24 Pages)

Your team and individual task exercises:

• Benefits and costs of using the telephone
• Self assessment questionnaires
• Individual task: How well do you listen on the telephone
• The first 30 seconds - creating the right first impression
• Individual task: How assertive are you on the telephone?
• Group discussion: Dealing with complaints on the telephone
• Role play or discussion scenarios
• Delegate action plan – what are they going to use in their day to day role

Detailed trainers notes, containing:

• Advising you about the equipment you will need to deliver this session
• How to run tasks and activities, with potential outcomes and discussion points
• Estimated timings for all discussions, tasks and activities
• When to use each slide, with relevant comments
• General housekeeping
• Hints and tips and where and when to offer guidance and direction

PowerPoint presentation slides:

• 13 slides mirroring your course and delegate handout packs

Audience level: Intermediate through to Managers