Telephone Techniques
Introduction
Great telephone etiquette goes beyond a good voice and well-chosen words. It is a learned behavior and speech pattern that includes having a positive service attitude, empathy and skills in listening, questioning and negotiation. This seminar equips participants with the basic skills necessary to project a professional image of themselves and the organization over the telephone.

Outline
I. Your Telephone Voice
• Communication Skills
• Qualities of a Good Telephone Voice
II. Gaining your Client's Trust
• Create a Great First Impression
• Put your Customer at Ease
• Finding a Better Phrase
• End your Great Impression
• Ending a Call Politely and Professionally
III. Prepare Yourself
• Professional Handling of Incoming Calls
• Transferring Calls
• Taking Messages
IV. Effective Questioning
• Questioning Techniques
• Open and Closed Questions
• Questions to keep Control of the Call
V. Irate Clients
• Irate Clients
• The Challenge of Irate Clients
• How to Defuse Irate Clients