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TELEPHONE BASICS<
Description | | Telephone communication means understanding and being understood - getting the most from telephone conversations. Anyone in your company who may pick up the telephone in the course of the business day needs to know how to handle incoming calls in a very friendly fashion. The objective is to be both business-like and warm, efficient and courteous.< | | | Objectives |
- Increase the awareness of the importance of telephone skills in today's workplace
- Identify the key telephone skills necessary for success in your organization
- Learn to critique the telephone skills encountered in customer interactions with other organizations and how to use this information to enhance your own skill level
< | | | Key Topics | | How to eliminate the cold, aloof, curt telephone approach
How to focus attention on the words used on the telephone and the meaning they convey
How the caller judges the WHOLE company by the way he/she is handled on a single call
Why, as a non-visual form of communication, the telephone increases the importance of verbal skills
Action Planning< | | | Materials | | < |
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