Telephone & E-mail Correspondence Skills

CONTENT
Talking on the telephone makes some people uncomfortable. This is made worse when using the phone for business purposes. A key to overcoming this discomfort is training on how to handle others telephonically. Developing these necessary skills helps with client relations, business cold-calling scenarios and general phone etiquette. This practical workshop will focus on business standards to improve company image, enhance customer service and ultimately boost profits.
OBJECTIVES

Reasons for Telephone Skills
• Retain customers
• Gain new customers
• Exceed expectations
• Avoid repeat calls – be cost conscious and respectful
• Create a positive atmosphere
• Leave a lasting impression
• Diffuse anger
• Cut through confusion
• Show respect towards the tool that is responsible for generating business
• Why not to perceive the telephone as an interruption
• Managing calls and emails through good time management
• Ways to adopt a good in-house telephonic and email policy

Communication skills
• Procedures in answering or making calls
• Vocal tone, pitch, intonation, enthusiasm, promptness in responding
• Speaking with positive intent and professionalism
• Active listening, positive assertiveness and feedback
• Etiquette and procedures with cellular telephones
• Email correspondence – presentation, grammar, spelling, concise and accurate
• Formality vs. informality
• Taking control of the call and staying focused
• Dealing with a variety callers and character profiles
• Adopting a ‘one company one image’ approach
Included: Facilitation, training manual, E-certificate, lunch,
refreshments.

Contact Details

Contact Person: 

Michelle or Kirsten
Course Details

Course Delivery Method: 

Presented Courses

Course Duration: 

8 hours (1 day)

Cost: 

R 2200 p/person excl VAT ( includes training, material, lunch, refreshments, feedback report & E-certificate p/person)