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Course Contents:
Professional Telephone Skills:

• Handling calls with confidence and professionalism:

Developing and projecting a professional image should be a goal of every employee and company. Learn about the basic principles for handling telephone calls, learn about:

• Handling calls in a professional manner
• Handling holds, transfers, and multiple calls
• Taking messages
• Dealing with persistent callers
• Projecting telephone courtesy
• Building rapport with callers
• Negative words and phrases to avoid
• Listening skills for telephone service stars:

Every employee in an organization should strive to become a telephone service star. Developing listening skills is quite easy, but it takes time and practice. To become a better listener, strive to learn how to:

• Be an active listener
• Be a thinking listener
• Be a receptive listener
• Be an alert listener
• Pay compliments
• Turning difficult callers into delighted customers:

Customers often call for individuals who, for one reason or another, are unavailable. When callers can't complete their calls, they can become frustrated and annoyed. Learn about:

• The three telephone time bombs
• How to deal with each bomb
• Dealing with different types of phone callers:

No matter how hard you and your co-workers try to please every customer, you still will receive calls from people who are upset or unhappy with your company....maybe also people who do not know what they want, and more. To handle calls efficiently, learn :

• Dealing with mishandled customers
• Dealing with angry or obscene callers, including:
• The three types of angry callers
• How to deal with angry callers
• Dealing with a nonstop talker
• Dealing with hard-to-understand callers

Communicate for Results:

• Communicate for results:

For many people, success in the workplace depends on their abilities to influence others to take a particular course of action. This course gives a practical demonstration of how to communicate for best results in some common, but sometimes difficult, situations. Learn about:

• Handling customer complaints effectively 
• Asking others for cooperation
• Organizing your verbal message
• Creating a good impression
• Criticism:

For many people, the word criticism has negative connotations. That's because some people give "feedback" with the sole aim of delivering a personal attack and causing hurt. Whenever you are tempted to verbalize your judgment of someone else's behavior, make sure that your intention is to improve and not to punish. Learn about:

• The criteria for giving constructive criticism
• Accepting criticism in a positive manner

Duration:16 hour

Cost: 790 L.E.

Certified from: