Telephone Skills

Course: Telephone Skills

Course objectives
To improve skills of telephone answering, call management, voice clarity, and customer service via the telephone.

Target audience
Reception staff, clerical staff, all officers who use the telephone with internal or external customers.

Course duration
1 day.

Outcomes for course participants
On completion of the training participants will be able to:
* Demonstrate a greater awareness of their capacity to answer a telephone
* List the key points to remember in dealing with message taking
* Understand telephone etiquette
* Demonstrate improved listening skills
* Begin and end a telephone call with greater efficiency

Course content overview
* Non-verbal communication
* Note taking during calls
* Listening skills
* Voice awareness
* Closing a call

Instruction techniques
Video, audio recording of individual voices, overheads, use of a telephone, whiteboard.

Course presenters
Various.

Course fees
Price on application.

More information
Call Michelle on 02 9739 2325 for more information or to book a course.