Who Can Benefit

• Anyone who deals with customers on the telephone?

Course Objectives

• This Professional Telephone Skills Course will give you the skills and techniques to ensure everyone you speak with is satisfied after hanging up the phone.

Course Outline

• The importance of first impressions

• How to come across as helpful and interested as possible; incoming calls
• Listening to customers to find out what they really want
• Tips on how to professionally handle complaints

• How to re-route calls and handle a switchboard

• Remaining calm under pressure
• How to deal with difficult or impatient clients as well as delays

• Outgoing calls
• How to plan your call so you stick to your main goal
• Tips on how to take relevant notes to help you in future calls
• Learn how to be familiar and friendly with existing customers; learn their name, note their usual work and lunch pattern