Telephone skills in a Business Organization


Key Objective:

To train and develop participants to handle the use of telephone in an effective & cordial manner

Who will benefit:

Beginners, Students, adults & those professionally involved in reception and front office functions

Course Curriculum:

• Importance of first impression while answering the Telephone
• Awareness of ‘Emotional Intelligence’ (EI) • Get to know your ‘equipment’
• Answering the ‘Call’ • Responding to the ‘Call’
• Greeting the Caller • The all Important ‘tone’
• Relaxed Expression / Friendly attitude • Imparting Confidence
• How soon should you answer the phone • Transferring Calls
• Taking down Messages • Importance of follow up & return Calls
• The ‘Empowered’ Telephone Operator • The importance of good telephone manners

Practical training sessions covering:

• Hands on training on the effective use of telephone
• Developing communication skills
• Practical exercises in voice training

Sessions Duration Could be arranged to suit participants’ requirement and/or convenience – Individuals or Groups.
Course Evaluation Culminates with a one day workshop covering all aspects of telephone skills
Course Outcome At the end of the course participants would be able to answer the phone & ‘put the caller at ease’ and make a favourable impact for self and / or the organization you represent.