Business Communication - Telephone Skills from A
to Z
1 day Instructor-Led Course (8 hours)
Course Overview
Your company's reputation is on the line--literally. Make good phone
skills a standard throughout your organization with this practical
guide to the basics. Teaches everyone how to adopt a professional,
friendly tone from the initial greeting to the final good-bye--and
how to handle whatever arises in between. A vital reference tool.
Who Should Attend
Prerequisites
None.
Objectives
Course Outline: |
Introduction
Attitude: It’s Your Choice
Be Friendly Before You Know Who It Is
Buffer Words
Bureaucratic Bounce
Call Centers
Cellular Phones
Cliff-Hangers
Company Jargon
Controlling the Conversation
Don’t Be Too Busy to Be Nice
Eight Great Hates
Email
Emotional Leakage
Fast Talkers
Five Forbidden Phrases
Foreign Accents
Front-Line Operators
Getting a Phone Number
Gum Chewing
|
Hold
“How Can I Help You?”
“I Don’t Know”
Internal Calls
Internet
Irate Callers
I.Q. Test
“I’m Sorry”
“Just a Second”
K.I.S.S. Method
Leave a Good Last Impression
Message Mangling
Message Taking #1
Message Taking #2
Mirror on Your Desk
Music (or Announcements) on Hold
“No” at the Start of a Sentence
Obscene Phone Calls
People Before Paperwork!
“Please...Thank You...You’re Welcome”
Public Sector
|
