How to Develop...Your Telephone Skills PowerPoint

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This PowerPoint has comprehensive trainer's notes on each slide.
It can be used for a stand alone session or as part of a longer course on communication or as part of customer service course.
Develop Your Telephone Skills is aimed at staff or volunteers who answer the telephone as the majority of their work or volunteering. 

It contains exercises  covering, a telephone script - spot the mistakes, building rapport, caller and receptionist scenarios for practising questioning skills and handling difficult callers and handouts on how to cultivate a good telephone manner, building rapport, telephone answering skills, 5 rules for answering the telephone and dealing with difficult callers. 
Covering how to...
- recognise and manage your telephone manner
- build rapport
- question and summarise
- take messages effectively
- deal with difficult callers

It can be run in a session lasting two and a half hours or three hours.

(33 pages and 11 slides)

Written by Sandy Leong   Delivered to your inbox.