Did you know that in a face-to-face conversation the tone of your voice accounts for 40% of the impression you make? For telephone conversations it’s even more important. In this course you will learn how to communicate information clearly and without risk of misunderstanding. You will also learn how to present a professional image and confidently lead faceless conversations in a business setting.
This course is perfect for people of all experience levels and seniority who use the telephone to talk with external customers (clients/suppliers), as well as internal customers (colleagues/contractors).
By actively participating in this course, you will learn about the following:
Developing a professional telephone manner
How to prepare for making calls, leaving messages, and answering the phone
Understanding your caller’s requirements to be able to capture useful information and properly relay this
How to deal with difficult calls effectively and professionally
There are no pre-requisites for our onsite or in-centre courses. For our Virtual Classroom training you will need a laptop or PC with a working microphone. A webcam is also recommended for the best experience!
Listening skills and telephone etiquette
Telephone tips – making and receiving calls
Receiving and relaying messages effectively
Leaving a voicemail message
Leading the conversation
Dealing with difficult calls