Professional Telephone Skills

This workshop is designed specifically for those who are on the front line, those who are the main interface between the organisation and their clients or public. Those who have recently benefited include: Switchboard Operators, Secretaries, Administration Assistants, ‘Help Desk’ Operators, Receptionists, Office Assistants & Sales Administrators.

Key Business Benefits

• Often the first impression that a customer has of the organisation and therefore, it represents an important first point-of-contact

• Presents a better, more professional business image to customers both internal and external

• Boosts productivity by quicker facilitation of the customers’ needs

• Retains potentially unhappy customers by taking ownership of issues until resolved

Key Participants Benefit

• Helps individuals gain self confidence to engage caller and determine their needs accurately

• Provides skills to take control of the development of the call through empathy and good listening skills

• Learn to anticipate problems, take ownership and resolve issues before they escalate

• Focuses on voice, clarity, tone and use of positive language to be more effective