Telephone Etiquette

Duration:

1. 1 to 2- Days Program

Program Outline :

1. Confidence Building.
2. Importance of Positive Attitude and Positive Thinking.
3. Importance of Effective Telephone Etiquette.
4. Important Dos and Don’ts while communicating over the Telephone.
5. Building the right Image for the Organization.
6. Power of Non-Verbal Communication.
7. Importance of Tone, Speed, Volume while communicating over the Telephone.>
8. Importance of Active Listening.
9. Handling Difficult Customers.

*Please note that This program can be further custom designed as per the needs of the organization.

Methodology: Lectures, Exercises, Self-assessment tests, Role-plays, Recording of Telephone conversations, Playback and Feedback.

Infrastructure Requirements: Training hall, LCD, Telephone Recording facility, 2 telephones with active lines with recording facility.

Target Groups: Front Office Staff, Receptionists, Secretaries, Telephone Operators, Customer Service Staff, Support Function Staff.

Recommended Number of Participants: Ideal – 20

Program Director:
Minocher Patel
Founder Director- Ecole Solitaire.

Note: A follow up half-day programme after 3 months is recommended.