To confidently and effectively communicate using the telephone, to become a well organised competent professional using the telephone.

To understand the difference between face to face and voice communication
Understand the need for clear and concise understanding between all parties
Understand what constitutes excellent Customer Care
Agree on the importance of professional telephone techniques
Provide effective questioning and listening techniques
Recognize why it is important to own the call
Deal with difficult/angry callers
Develop a personal action plan
Group discussion is an integral part of this

  • Effective Communication Skills
  • Voice & Tone Control
  • Questioning & Listening Techniques
  • Listening Skills
  • Telephone Manners
  • Terminating Prolonged Conversations
  • Assertiveness
  • Lasting Impression

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