Most organizations spend a great deal of time, money and resources creating a positive corporate image, but a poor impression made on the telephone can easily damage this image.
How many times have you heard people say things like:
• I had to wait for 10 minutes on the phone before I got to speak to someone
• The person who answered the phone was so rude I couldn’t believe it
• I won’t be ringing them again if they can’t even return my call.
These comments and others like them not only frustrate the caller but they can do a lot to discourage others from calling your organization.
This program looks at seven fundamental techniques that you need to know and apply in order to use the telephone as an effective business communication tool. These fundamental techniques are:
• How to correctly answer the telephone
• Using your best voice
• Effective listening
• Managing the angry caller
• Making a call
• Finishing the call
• Arranging a callback
EXPECTED OUTCOMES: On successful completion of this video based training program the participants will be familiar with seven fundamental telephone techniques. They will also be able to create a positive and professional impression of your organization when using the telephone.
A Faciliator’s Guide is also available containing key discussion areas and skills practice exercises which will broaden the impact and add specificity to the program.
We are sure you will find this program a successful addition to your existing training programs or resource library.
DURATION: 12 Minutes