Effective Telephone Skills

A good or bad organisational image is often determined by the initial contact via telephone. This workshop explores the skills necessary to ensure that this first impression is a favourable one. It will provide answers that can be applied practically to ensure that all who use the telephone in your organisation do so effectively.

Typical Course Outline
• Internal communications
• Inbound sales
• Outbound sales
• Customer service
• Creating a business-like image
• Team requirements
• Team performance
• Establishing a segmented customer base
• Taking calls
• Making calls
• The enthuse technique
• Perfecting your personal telephone skills
• Barriers to communication
• How to overcome problem situations
• Ways to ensure continual mastery of telephone techniques

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