Behaving properly on the telephone is not just an attitude—it’s a skill and like all skills, it has to be understood and learned. There are three stages: the “verbal handshake,” “getting the message” and “offering help.” All calls should begin with the verbal handshake.

When people meet face to face, it is accepted that they must first introduce themselves—so why do so many people forget to establish this essential foundation of communication on the telephone?

Getting the message entails asking questions to determine what callers want, listening, affirming and making the right responses to show that you’re listening. Face to face you can be seen to nod; on the telephone you must be heard to nod. Throughout the conversation, it’s vital to provide help and encouragement by offering as much useful information as possible in a positive and friendly manner.

Learning to apply the techniques of professional telephone behaviour can give you mastery over one of the world’s most powerful and dangerous communication tools.

Duration – 1 day

Course Content

• The 90/90 Rule
• Why customers fail to return
• The basic needs of customers
• How our message come across
• Perception
• Rapport and good listening habits
• Telephone frustrations
• Difficult callers
• Considering your response
• Review
• Never dos
• Practical exercises

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