Telephone Techniques

 

 

….the courteous and effective professional

an eWord company

 

                                                                                                                                   

General Course Information

This course shows participants how to use the telephone effectively to create a professional image and maintain good relationships.                                         

 

Duration

Half day

 

You will learn to:

Ø  Improve your listening

Ø  Develop your voice

Ø  Use Voice Mail appropriately

Ø  Display courtesy toward all

Ø  Develop a repertoire of professional welcomes, waits, transfers and closings

Ø  Make good language choices

Ø  How to handle rude, long-winded and impatient callers.

 

Who needs to come:

Anyone who wishes to improve the quality and style of telephone communications, as well as learn techniques for sensitively handling awkward situations.

 

What skills you need:

There are no formal prerequisites for this course.

 

Regular Venue:

37 Angas Street

Adelaide SA

(near Victoria Square)

Electus Training:

Electus is a South Australian company with 25 + years of experience in training.  Trainers and facilitators at Electus are chosen for their expertise, practical and broad experience in their field and a relaxed and friendly manner.

 

How to book:

Contact Electus by
phone: (08) 8221 5517
fax: (08) 8221 5518
email: mail@electus.com.au

Training includes:

Each participant receives a training reference manual/workbook and supplementary training materials. 

Refreshments are provided.

 

 

 

Course dates:

Visit www.electus.com.au for the latest course schedule or ring us on (08) 8221 5517.

 

 

Telephone Techniques

(E1517-KJ) v1.0

an eWord company

 

 

Course Content

 

Communication and the Telephone

Telephone Courtesy

·         Understanding the limitations

·         Answering calls

 

·         Making outbound calls

Listening Skills

·         Effective closing

·         Listening Habits

·         Putting calls on hold

·         Selective listening

·         Correct call transfers

·         Interruptions

 

·         Giving Attention

Sloppy Speech And Colloquialisms

 

·         Words and phrases to avoid

Tone Of Voice – The Most Important Element

·         Using positive language

·         Adding colour to your voice

·         Unnecessary information

·         Using correct emphasis

·         Asking questions and clarifying

·         Speaking at the right speed

·         Confirming action

 

·         Avoiding assumptions and judgment

Voice Mail

 

·         How to use voicemail appropriately

Dealing With Difficult Situations

·         When not to use voicemail

·         Handling angry callers

 

·         Handling difficult-to-please callers

 

·         Handling long-winded or pedantic callers