Positive Telephone Skills

The way your company deals with telephone calls is crucial - it's a great opportunity to make a good (or bad) impression on customers. So it's important to get right. Find out how with this video, which demonstrates simple, effective techniques for handling calls positively and profitably. Everyone who answers the telephone should learn the techniques set out in this video, so we've designed it to be used in three different ways: as a resource in a trainer-led course as a tool for managers to use to develop their people at branch or departmental level as a self-study programme for new recruits and people refreshing their telephone techniques

Learning includes:
* how to answer the telephone professionally
* the best way to transfer calls
* when to put callers on hold
* how to deal positively with requests
* how to ask questions to help the caller
* how to take messages accurately
* how to ask for the sale
* how to handle difficult or angry callers
* how to take responsibility to ensure the caller's needs are met