Talking on the telephone makes some people uncomfortable. This is made worse if they are using the phone for business purposes.

A key to overcoming discomfort is training on how to handle others telephonically.

Developing these necessary skills helps with client relations, business cold-calling scenarios and general phone etiquette.

This practical workshop will focus on business standards to improve company image, enhance customer service and ultimately boost profits.

COURSE CONTENT:

Reasons for Telephone Skills

• Retain customers

• Gain new customers

• Exceed expectations

• Avoid repeat calls – be cost conscious and respectful

• Create a positive atmosphere

• Leaving a lasting impression

• Diffuse anger

• Cut through confusion

• Show respect towards the tool that is responsible for generating business

• Why not to perceive the telephone as an interruption

• Managing calls and emails through good time management

• Ways to adopt a good in-house telephonic and email policy

Communication Skills

• Procedures in answering and making calls

• Speaking with positive intent and professionalism

• Active listening, positive assertiveness and feedback

• Etiquette and procedures with cellular telephones

• Email correspondence – presentation, grammar and spelling

• Formality vs informality

• Taking control of the call and staying focused

• Dealing with a variety callers and character profiles

• Adopting a "one company one image" approach