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Telephone Techniques
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: November 2017

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

Purchase Telephone Techniques for £49.00

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