Telephone skills - Learnbox

Selected:

Telephone skills

R3,600.00R32,400.00

Telephone skills

The ‘moment of truth’ about your company will be determined by how well you handled the call. The caller’s first impression will be evaluated on how you maintained control, how you actively listened and your friendly manner. These are paramount and will lead to satisfied customers and growth in bottom line.

Get a 10% discount when you select the FULL COURSE below or customise your course by selecting your lessons.

Choose an option:

R32,400.00
R3,600.00
R3,600.00
R3,600.00
R3,600.00
R3,600.00
R3,600.00
R3,600.00
R3,600.00
R3,600.00
R3,600.00

Lesson Information

Lesson 1

How to communicate like a pro!

We look at how we encode and decode information and the perceptions of people when talking on the phone. In this lesson you will learn the basics of telephone skills by exploring why telephone skills are important and what impacts the communication process when on the phone. The topics in this lesson are: Why improve telephone skills? The Johari’s Window Why the need for professional telephone skills.

Lesson 2

Code of conduct of telephone skills.

This lesson covers telephone etiquette and how telephone etiquette can impact the call and the caller. You will cover the following topics: What is a moment of truth? Telephone etiquette part 1 Telephone etiquette part 2

Lesson 3

Rules of Professional Telephone Etiquette

Positive expression on the phone has a major impact on the call. This lesson will teach you aspects of phone etiquette, professionalism as well as provide insight into the caller under the following topics: The do’s and don’ts of telephone etiquette Professionalism (positive vs negative words) What clients don’t want

Lesson 4

Practical telephone responses

In this lesson, we look at practical situations and what to say when. Tone and pitch are discussed, as well as how values can impact the call. The topics in this lesson are: Telephone techniques – practical skills using examples Tone on the phone How do Values impact one’s Telephone skills?

Lesson 5

How to improve listening skills on the phone.

In this lesson, you will learn why listening is important, how to listen and what can impact the way in which we listen in the topics: Reasons to listen Levels of listening Barriers to listening

Lesson 6

How to ask questions

It is critical to ask questions with the intention of achieving maximum results. The following topics will teach you more about questioning when handling a telephone call: The dynamics of asking questions Types of questioning Becoming a detective

Lesson 7

Understanding the caller part 1

Understanding the caller is key to handling calls and callers. You will learn how to understand different callers in this lesson, which is the first part of two lessons. The topics are: How people perceive us Red personality style on the phone Blue personality style on the phone

Lesson 8

Understanding the caller part 2

Understanding the caller is key to handling calls and callers. You will learn how to understand different callers in this lesson, which is the second part of two lessons. The topics are: Green personality style on the phone Yellow personality style on the phone Emotional intelligence

Lesson 9

Creating positive boundaries

This lesson will teach you techniques for assertiveness and positive boundaries during telephone calls. The topics discussed are: The difference between Passive, Aggressive and Assertive Behaviours Lessons to stay focussed Tips on becoming more assertive

Lesson 10

How to handle difficult callers

“Difficult” callers are a regular occurrence and can evoke emotional responses. This lesson will teach you how to handle such caller and what techniques are appropriate to use in these situations. Topics in this lesson are: Identifying a difficult person Ways of controlling emotions Robot technique for emotional control

Lesson 11

Lesson 12

Expert Presenter

Hanrie Fridjhon

Hanrie is an Executive Coach and Business Consultant with various qualifications in philosophy, management coaching, art education and psychology. Her speciality is Executive Coaching (enhancing the x-factor in Executives), Sales, Marketing and Business Communication. Hanrie serves on the Virtual Faculty at University of Stellenbosch Business School, lecturing on the MBA program, New Manager’s Development Programme, and Senior Management Development Programmes.
Close Menu
×

Cart