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EncartaLabs

Telephone Communication: Representing the Company

( Duration: 4 Days )

The Telephone Communication: Representing the Company training course will provide the skills and knowledge to answering incoming calls and make outgoing calls. You will learn about using voice and paralanguage to make a good impression and to handle difficult callers. The course also covers managing stress associated with using the phone.

COURSE AGENDA

1

Appropriate techniques that can be applied to the provision of telephone service

2

Understand the way in which answering the telephone makes a major contribution to the positive or negative perceptions of customers

3

Learn just how important effective telephone communication is

4

The link between telephone service and company image

5

Develop strategies to increase confidence levels with regards to telephone communication

6

Answer telephones according to organisational protocols

7

Improve voice, diction and speech

8

Transfer and escalate calls

9

Close calls in an appropriate manner

10

Understand how to deal assertively with challenging callers

11

Utilise effective and problem solving strategies

12

Take and record accurate messages

13

Make effective outbound calls

14

Clarify the purpose of a call

15

Reach the right contact person

16

Leave effective messages

17

Implement effective time management procedures

18

Prioritise and manage tasks

19

Assess stress levels

20

Strategise to reduce stress levels

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 6,000 various courses on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting https://www.encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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