Handle Calls with Confidence and Professionalism

Overview/Description
 This course will provide the necessary tools to be able to handle calls with confidence and professionalism.

Target Audience
 All front-line managers, supervisors, salespeople, and front-line administrative staff. Anyone who uses the telephone professionally.

Expected Duration
3.5 hours

Lesson Objectives:

The Basics

  • recognize the importance of the basic principles of professional telephone skills.
  • distinguish between the appropriate and inappropriate methods of conveying a professional image.
  • identify the principles for effectively handling holds, transfers, and multiple calls.
  • identify the guidelines for taking a thorough message.
  • identify appropriate ways to manage persistent callers and end a conversation gracefully.

    • Building Rapport

  • recognize the value of having good rapport with callers.
  • identify the benefits of telephone courtesy.
  • identify the tools for building rapport with callers.

    • Becoming a Telephone Service Star

  • recognize the benefits of professionally handling telephone calls.
  • identify whether statements demonstrate the appropriate use of the characteristics of a telephone service star.
  • identify the most positive response for a given negative telephone statement or example.
  • match each type of listening skill to its specific characteristic in given examples.

    • Course Number: COMM0401