Professional Telephone Skills

It is critical that callers are treated well every time the telephone rings. In this workshop participants develop telephone skills which project a competent and customer- focused image. They learn to handle calls effectively, deal with difficult callers, and ensure that every caller feels welcome.

Topics Covered:

• using a professional voice
• transferring callers politely and efficiently
• avoiding statements that give the wrong impression
• exploring the concept of solution listening
• developing the art of asking questions
• preparing for when you have to say "no"
• practicing skills for closing the call