Creating a professional image over the telephone

First and lasting impressions

Key stages of the call – transferring, putting on hold, concluding a call

Understanding how effective telephone techniques are critical to successful businesses

Sounding professional over the telephone – what not to say

Telephone behaviour and assertive, aggressive and passive behaviours

The impact of poor telephone technique & behaviour

Dealing with difficult people and handling complaints

Projecting a professional, positive personal and corporate image - ambassadorship

How to demonstrate confidence, preparation and sincerity by making use of an appropriate choice of words

Guiding and controlling the call

Listening and questioning effectively

Building rapport

Closing calls and summarising outcomes and agreed actions with the caller

How to say no constructively

Screening calls

Create a confident, personalised service on the telephone

Learn how to make appropriate use of the telephone

Understand the importance of first impressions and building rapport

How to project professionalism using your voice and an appropriate choice of words

Ability to guide and control calls

Manage the key points of the call efficiently and effectively

Handle difficult calls and situations over the telephone