Effective Telephone Manner

 

The first contact most clients have with any company is over the telephone. Effective telephone manner should never be underestimated and these few seconds are vital in creating the right corporate impression.

Objectives

To create a professional impression of your company through its staff's use of the telephone.

Content

Session 1

An overview of telephone etiquette

Session 2

Answering with a 'smile' and putting the caller through

Session 3

Eliciting and checking information

Session 4

Taking messages

Session 5

Explaining corporate policies to the caller

Session 6

Cold calling for results

Session 7

Dealing with awkward situations on the phone

Session 8

Politely ending a call