About this Course
Great telephone etiquette goes beyond a good voice and well-chosen words. It is a learned behavior and speech pattern that includes having a positive service attitude, empathy and skills in listening, questioning and negotiation. This seminar equips participants with the basic skills necessary to project a professional image of themselves and the organization over the telephone.
Outline:
Your Telephone Voice
- Communication Skills
- Qualities of a Good Telephone Voice
Gaining your Client's Trust
- Create a Great First Impression
- Put your Customer at Ease
- Finding a Better Phrase
- End your Great Impression
- Ending a Call Politely and Professionally
Prepare Yourself
- Professional Handling of Incoming Calls
- Transferring Calls
- Taking Messages
Effective Questioning
- Questioning Techniques
- Open and Closed Questions
- Questions to keep Control of the Call
Irate Clients
- Irate Clients
- The Challenge of Irate Clients
- How to Defuse Irate Clients
Course Rating
- /5 from users
Course Enquiry
Course Info
- Course Provider HRM SKILLS PTE. LTD.
- Course Category People
- Course Price n/a
Comments