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All About Telephone Techniques for Courtesy and Service

Duration
Half Day

Aim
So often the telephone is the first point of contact with a new customer and first impressions should never be undervalued. This course is designed to make those whose role involves major telephone usage aware of the importance of telephone techniques which will enhance the reputation of the department.

Skills required, not only in answering the telephone but also the communication style required in telephone usage, will be discussed.

Content

  • Can I deliver quality internal and external service to customers by the telephone

  • Understanding what irritates and what pleases our customers

  • Telephone tips for professional telephone useage

  • Using your voice effectively

  • Developing listening skills to take messages properly

  • Dealing with complaints