| Analysing current telephone behaviour |
| Identifying associated strengths and
weaknesses |
| Detecting the callers moods and feelings and
applying appropriate techniques to maximise rapport |
| Understanding how effective telephone
techniques are critical to successful businesses |
| Improving and developing technique |
| Adopting different approaches for different
situations |
| Dealing with difficult callers |
| Projecting a positive personal and corporate
image - ambassadorship |
| How to demonstrate confidence, preparation and
sincerity by making use of an appropriate choice of words |
| Controlling the flow of conversation |
| Using assertive behaviour on the telephone |
| Establishing good listening skills |
| Closing calls and summarising outcomes and
agreed actions with the caller |
| Keeping calls focused and gaining all the
necessary information |
| Do’s and Don’ts |