Telephone Techniques

ABC Dee Training
London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Effective Communication Skills
Why communicate
Types of communication
Problems of communication

Voice & Tone Control
Body & verbal body language
Your voice
Using the right tone
R.S.V.P.

Questioning & Listening Techniques
Asking questions
Types of questions
Using the right words
6 rules for listening
Why do we need to listen
Why don’t we listen well
Developing/improving listening skills
Listening techniques

Communicating Using The Telephone
The telephone
First impressions
Answering:
Incoming call
Direct from the switchboard
Direct dial pick-up
Taking notes/information
Message taking
The equipment required
Planning the outgoing call
Checklist
Potential pitfalls of using the telephone
Telephone guidelines

Telephone Manners
Common frustrations when using the telephone
Using voice mail/mobile phones
Putting callers on hold
Whilst a caller is on hold
Transferring the call
Taking a transferred call
When a caller is transferred to the wrong department
Call waiting
Distractions
Attitude problem

Terminating Prolonged Conversations
What to do
Building relationships with customers

Assertiveness
How to develop expressiveness /assertiveness
Results of behaviour types

Customer Service
Why do customers/callers get angry?
Handling the angry/complaining caller/customer
Do’s & Don’ts
Handle it in this Way
Attitude
Follow through
Summary

Lasting Impression
...''

Phone:0870 041 2102

School Address:

Unit 5, Priory Tec Park,
Saxon Way, Hessle,
HU13 9PB



Jobs & Resumes: London
Houses & Roommates: London
Travel Agencies: London

Search other schools for Telephone Techniques training resources.

Assertiveness
Behavioral Interviewing Skills
Call Centres
Coaching
Computerised Accounts
Customer Care
E-Commerce/E-Marketing
Effective Communications
Minute & Note Taking
Finance
Health & Safety
Human Resources
Influencing
Initial Selling Skills
Interpersonal Skills
Law & Legal Skills
Managing Conflict for Positive Outcomes
Marketing
Motivation, Delegation & Problem Solving

Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
 

Tips: If you want to post any message on this website, please do not include your real name, phone number, email address in the message body area. You should enter them in line text boxs respectively, if needed.