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Introduction
• The importance of a good telephone manner
• How different voices and tones create different impressions
Telephone techniques
• Answering incoming calls
• How to sound confident, caring and helpful
• Creating a checklists of information and questions
• Re-routing calls
• Confidentiality
Importance of first impressions
• Preparation and organisation
• Making a positive first impression
Using your voice
• Analysing your personal phone manner
• Is the speed at which you talk, your pronunciation, and the quietness or loudness of your voice correct?
• How to improve your phone manner
Making outgoing calls
• Who to ask for?
• How to introduce yourself
• How to explain the purpose of your call
Screening calls
• Assessing a call
• Effective but polite questioning
• Politely handling unwanted calls
Communicating by telephone
• Learning to listen - it's not just what you say
• When to ask open or closed questions
• Understanding the varying needs of callers
• Recognising when callers are stressed or unhappy
• Dealing with difficult or unhappy people
• Building a rapport with the caller
Taking messages
• Use a message pad
• What information to take
• Making sure the information is accurate
• Ensuring you understand the message
• What to do if you don't understand the message
• Ensure the message reaches the correct person
• Forwarding messages in a timely fashion
• What not to say
Questions and answers
"The trainer was very knowledgeable, she gave plenty of useful examples and tips. The exercises allowed me to put the theory into practice."
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