Telephone Skills - Basic Etiquette

1/2 day to 1 day

Participants should possess effective English language speaking skills, and have some experience in the call-centre environment.

This course covers fundamental telephone etiquette, skills and techniques for Call Centre representatives. The course uses a combination of lecture, presentation, case-study and role play to cover the learning objectives.

Getting the call off on the right foot - answering inbound calls using appropriate greetings; and ending on the right note – concluding calls professionally,

Developing and maintaining an effective telephone voice,

Mastering call basics – asking effective questions, listening, and using appropriate language,

Handling difficult callers,

Mastering proper call handling techniques.

This course is designed specifically for inbound call-centre representatives.