The "Telephone Techniques" video training program shows the correct and proper use of our most common communication item ...... the telephone.

The telephone is the first contact your clients and customers will generally have with your company or institution. As we know "first impressions" are vital to any business, incorrect and improper telephone techniques can cause clients to have a negative perception of your organisation. The "Telephone Techniques" video program can be used extensively throughout your organisation as a training or refresher course to ensure all staff are aware of the correct telephone techniques.

The program has been designed to apply to all business sectors from government departments and offices through to factories and retail businesses.

The "Telephone Techniques" video program includes:

• Acquaintance of physical aspect of the Telephone
• The basic courtesies of telephone answering
• Effective Listening
• Taking Action
• Clarifying
• Quick, efficient transferring of calls
• Voice Quality
• Taking Notes
• Types of Questions
• Interjecting
• Concentration
• Taking Charge
• Dealing with Dissatisfied Customers

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.