Telephone Skills

Overview

To develop participant’s skills and techniques needed when using the telephone to provide a professional, effective and friendly service to customers.

Learning

• By the end of this workshop delegates will gain an understanding of:
• Making and receiving telephone calls that ensure consistent quality.
• How tone, intonation and language can affect call effectiveness.
• Effective listening and questioning skills.
• Assertiveness techniques and how to employ them.
• How to handle complaints and difficult callers.
• How to close and inform caller of next steps.

Assessment

Qualitative assessment by tutor (For example: observations or demonstrations throughout course)