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One Day
Course
This course introduces
delegates to the
concept of the telephone
being a crucial
communication tool
in business, where
its misuse can lead
to misunderstandings,
wastage of time
and effort, and
even loss of valuable
customers.
It is suitable for
those who are new
to using telephones
in business and
those who have experience
in handling phone
calls but wish to
improve their techniques
and learn how to
handle more sensitive
situations.
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Contents: |
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Telephone
usage
in
the
workplace |
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Making
the
greatest
use
of
the
telephone
and
avoiding
potential
pitfalls |
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Listening
skills |
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Tone
of
voice
and
body
language
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Productive
questioning
techniques |
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Positive
ways
of
projecting
the
company
image
over
the
phone
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Analysis
of
delegates’
current
telephone
behaviour
to
find
ways
to
improve
and
build
on
skills |
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Controlling
the
call’
to
make
the
best
use
of
the
telephone
at
work
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Taking
and
passing
on
messages |
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Solving
the
problems
of
callers
-
preparing
delegates
to
take
responsibility
for
the
successful
conclusion
of
any
conversations,
and
reinforcing
customer
service
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Analysis
of
different
categories
of
difficult
callers
and
methods
for
dealing
with
them |
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Handling
answer-machine
and
voice-mail
messages |
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'The
training
will
help
the
efficiency
of workload
when
dealing
with
calls.
Excellent,
would
recommend
course
to others'
Birmingham
Chamber
Training
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'Excellent
–
lots
of ideas/pointers
covered!
I really
enjoyed
myself.
Very
relaxed
and
easy
going
day.
Trainer
was
very
good'
Birmingham
and
Solihull
Connexions
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'All
staff
could
come
on this
course,
everyone
would
benefit.
Enlightening'
Europa
Worldwide
Logistics
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Register your interest |
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Back
to course
list |
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(BCT),
bct.gb, birmingham commercial
training, birmingham commercial,
BCT, BET, birmingham electrical
training
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