Telephone Techniques

Course Objective:

To improve telephone communication skills.
To promote a good image for the Organisation
Enhance customer relations and good business telephone behaviour.

Who should attend?

Front line staff and anyone in business who uses the phone.

Course Content:

Telephone manners/etiquette (do’s and dont’s)
Receiving and placing the call
Enhance your voice tone
Common mistakes and frustrations of the telephone
Controlling the call
Customer relations
Handling complaints
Taking effective messages

Methods used:

Informal lecture, discussion groups, role play, problem solving exercises, commentary and evaluation

Expected outcomes:

As a result of attending this course, participants will demonstrate Professional effective telephone techniques and skills in business communications.

For further information please contact Anne on (03) 9529 2302 or email us using our online enquiry form