Confident Telephone Handling
It is important to every business that incoming telephone calls are answered promptly and professionally.
The caller may be a prospect making enquiries, an existing customer with a query or complaint, or a cold caller trying to make a sale. While these situations require different responses, they will all need to be handled confidently and professionally without causing offence.
Confident Telephone Handling Training Manual
Working through this self-study manual will give you the skills and understanding to build strong relationships with customers over the telephone and handle all other calls confidently.
The course covers all the different aspects of handling telephone calls. It not only teaches you what to do but also includes questions to make you think about what you are learning and how it can be applied to your own company or organisation.
You will discover:
· Basic telephone etiquette
· Overcoming the challenges of the telephone
· How to build personal connections on the telephone
· How to establish the caller’s needs and provide a first-call response
In addition, you will learn skills and techniques for:
· Managing silences
· Placing callers on hold and transferring calls
· Successful message taking
· Screen telephone callers without offence
· Closing the call
· Making follow up calls
For accountability and to ensure you gain the most possible from the manual, your answers to the included questions can be shared with your line manager.
Confident Telephone Handling is available as a printed copy we will mail to you.