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Professional Telephone Skills Programme Introduction The benefits and pitfalls of using the telephone at work Caring for our callers What annoys you when using the telephone? The best way to care for our callers Projecting a professional image Preparing for an outgoing call Projecting a positive image over the telephone Using a house style on the telephone Dealing with callers effectively Dealing with talkative people Getting information from uncommunicative people Dealing with difficult calls positively Developing your skills Practicing your telephone skills Making an action plan DELEGATE NUMBERS Our courses are ACTIVE and interactive and geared to delegates personal experience, and therefore the maximum number of delegates is specifically determined to ensure that each delegate gains the maximum benefit through a more individualised and involved approach.

Professional Telephone Skills Programme Introduction The benefits and pitfalls of using the telephone at work Caring for our callers What annoys you when using the telephone? The best way to care for our callers Projecting a professional image Preparing for an outgoing call Projecting a positive image over the telephone Using a house style on the telephone Dealing with callers effectively Dealing...

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