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Effective Telephone Communications
Course Number:
042-GO
Recommended Duration:
½ Day or 1 Day
Intended Audience:
Individuals who utilize the telephone to conduct business.
Course Overview
This course provides practical and realistic strategies, methods, and techniques for providing effective and efficient service when conducting business over the telephone.
Objectives
As a result of taking this course, you will learn to:
Utilize practical telephone techniques to provide more effective customer service
Answer phones, screen calls, take complete messages and be professional when conducting business over the phone
Handle difficult callers to diffuse conflict situations
Leave concise and effective voice mail messages
Prerequisites:
None
Topics
Applying effective telephone techniques - when to answer the phone - placing callers on hold and for how long - transferring calls - answering others’ phones - call back strategies
Managing the phone conversation effectively
Facial expressions can be heard
Getting to the point and staying focused
Dealing with interruptions
Taking clear and complete messages
Handling the abusive caller with style
How to diffuse a difficult situation
Efficient use of answering machines and voice mail
How to receive and leave memorable and concise messages
Directing calls to the right person
Communication methods
Use of active listening and paraphrasing techniques to confirm understanding
Questioning and probing for clarity
Skill practice and personal action plan
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