Aims to provide everyone that uses a telephone to communicate with a useful range of service skills at any time. This includes the capacity to listen to and understand the caller's needs and to offer a positive response every time.

 

1. Identify the four stages of the telephone service excellence cycle (Prepare, Listen, Propose and Close)
2. Recognize the characteristics of efective telephone answering techniques
3. Practice a number of response methods and techniques

 

1. Gathering appropriate resources
2. Organizing yourself
3. Getting ready to answer
4. Welcoming the caller
5. Listening carefully
6. Asking open questions
7. Suggesting options and alternatives
8. Offering help and advice
9. Agreeing a course of action
10. Summarizing the next steps
11. Thanking the caller