Telephone Techniques Glasgow

This half day workshop has been designed from our popular and successful full day telephone techniques course. We have been asked many times to scale the full day course back to provide the fundamental skills required to be effective whilst using the phone. Therefore due to the popularity of this half day course we are now offering it as a public course.

The course is ideal for those who have time constraints but need the underpinning knowledge and skills to deal with clients over the phone.

Course Content

Create a professional image on the telephone
Use telephone communication to your advantage and be aware of its limitations
Use your voice and language to sound professional
Control a call and gain information
Question and listen effectively
Manage a difficult situation assertively
Understand and learn the differences in customer service styles
Cope with complaining customers
Work with internal clients and teams effectively

Skills

Understand the telephone as an effective communication tool
Provide the right image over the telephone
Use correct telephone etiquette
Liaise with internal clients effectively

Prerequisites

Those who would like to improve their telephone communication skills , but in particular those who use the telephone as an important part of their job