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