Telephone Professionalism

You'll learn how to maintain excellent call openings, how to deal with difficult callers, how to manage the sound of your voice, to ask better questions and how to listen more effectively. Topics covered include:

• Professional answering
• Quality call transferring
• Excellent message taking
• The deadly sins of telephone behaviour
• Voice control
• Handling nerves on the phone
• Positive vocabulary
• Telephone assertiveness
• Questioning skills
• Listening skills