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  Introduction
  Methodology
  Corporate Image & Grooming
  Persuasive Presentation Skills
  Customer Service
 
Quality Customer Service
6 Star Service Excellence
Customer Contact Skills
Projecting a Positive Corporate Image
Telephone Techniques
Managing Conflict
Interpersonal Skills
Effective Office Administration
  Business & Report Writing
  Interpersonal Communication
  Motivation & Leadership
  Language & Speaking Excellence
  Team Building
  Creative Thinking
  Negotiation Skills
  Coaching & Mentoring
  Managing People for Win Win Results
   

 
   
  Objective

The telephone is the life-line of any business. Often, the first contact a customer has with a business is through the telephone.

In a workshop environment, you will learn about:
 
Voice quality
Telephone etiquette
Representing your company professionally

 

 
  Format
A 1 day or 3 hours programme
Optional: Pretest, Post-test and On-the-job training

Contents
Projecting a positive telephone image
How do you rate?
Professional telephone standards
The importance of clear speech
Using the quality of your voice
Tone, pitch and volume
The power of words and language
Voice mail
Handling difficult and angry callers
Telephone courtesy and handy hints