Telephone Techniques

The telephone is the first point of contact most clients will have with your business. Being efficient and polite is the norm, but communicating effectively to develop, maintain and retain business is a skill.

This Telephone Techniques program identifies what influential telephone communication is and how participants can maximise this medium for better results. As call centres grow and the effective and successful management of client relationships over the phone becomes more and more crucial, this tailored program will help maximise every call - inbound or outbound.

MFW recommends Telephone Techniques as a one-day program or three half-day modules.

 Telephone Techniques

> > Topics Covered

  • Making an effective impression over the phone

  • Vocal techniques

  • Handling difficult callers

  • Listening and questioning skills

  • Responding to different personality types

  • Leading to a solution

> > Outcomes for Participant

  • Build productive relationships with clients over the phone

  • Sound confident when answering the telephone

  • Uncover clients’ needs through listening and questioning techniques

  • Respond professionally to difficult calls

  • Develop flexibility in dealing with a wide range of personalities

  • Manage inbound and outbound calls effectively

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