The telephone contributes to quick and cost-effective business communication but this dynamic instrument can only be a tool to enhance business opportunities once we know how to use it effectively. In most cases the telephone is the first contact customers have with your organisation. The way in which you apply your telephone skills can make or break the corporate image.

This course includes the following:

Introduction to telephone etiquette.

• Guidelines to take, distribute and follow-up telephone messages.
• Understanding the impact of telephone use on the corporate image.
• Applying the principles of effective telephone communication.
• Practicing to use the voice effectively in telephone conversations.
• Applying the rules of security of information and confidentiality.
• Analyzing the consequences of misusing a telephone.
• Handling complaints effectively.

Processing incoming calls

• Learn how to process incoming calls effectively and efficiently.
• Answering the telephone professionally and according to organisational procedure.
• Screening calls effectively.
• Handling callers on hold.
• Managing multiple lines.
• Guidelines to take, distribute and follow-up telephone messages.

Processing outgoing calls

• Learn how to process outgoing calls effectively and efficiently.
• Making calls on behalf of someone else.