DateVenuePrice
| Mar 07 2012 - Mar 09 2012 | Lagos | ₦ 70,000 |  |
| Aug 22 2012 - Aug 24 2012 | Lagos | ₦ 70,000 | |
| Nov 07 2012 - Nov 09 2012 | Lagos | ₦ 70,000 | |
Duration: 2 days
To arrange an alternative date for this course, please select the following: 
Course Overview
Effective Telephone Skills is specifically designed to teach inside sales reps the basic skills needed for developing relationships with clients over the telephone. Learn the tools, tips and techniques involved in dealing effectively with customers or colleagues on the telephone and be assertive with difficult callers.
Course Objectives
• Create the right impression of yourself and your company and present an image of total customer care.
• Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.
• Handle calls in a structured way, project professionalism in words and voice and speak with clarity.
• Manage difficult and aggressive customers and resolve problems successfully.
• Ask the right questions, listen and deal with enquiries, messages and complaints effectively.
• Close calls by summarising outcomes and agreed actions with the caller and by recording details.
Course Outline
• Introduction to Telephone Skills
• Identifying the skills required
• Understanding the psychological aspects involved
• Understanding the purpose
• creating confidence
• Create the Right First Impression
• Identifying the advantages and disadvantages of using the telephone
• Learning the professional standards of communication by telephone
• Adapting your voice (tone and volume) to the caller
• Asking the right questions
• Achieving understanding and empathy with the caller through active listening
• Developing your skills to personalise every call
• The 3 "Ws’
• Training to transfer to colleagues a clear and concise message
• Deal with Difficult Situations
• Managing personal stress
• Managing your emotions and handling awkward callers
*Course fee is not inclusive of VAT