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Telephone Skills |
Training Aims
To provide participants with the skills and confidence to manage incoming and outgoing calls in a speedy and effective manner
To promote a consistent, professional telephone interface.
Training Content
- Importance of good first impressions.
- Analysing pre-recorded incoming and outgoing calls.
- Answering incoming calls.
- Our personal skills.
- This call is not for me.
- Projecting the right image.
- Our dislikes about the telephone.
- Verbal, vocal and visual impact.
- Checking for understanding (listening, questioning and summarising).
- Building rapport.
- Getting the facts.
- Discussing solutions.
- Agreeing action.
- Closing the call.
- Role-plays with feedback.
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