On the telephone, you represent your organisation.  Both internally and externally.   You are often the first point of contact for new customers.  The quality of this contact can influence the sustainability of a long term business relationship.  Regardless of the stress in your daily working life, meeting the various needs of your customers and clients is always demanded.  Your friendly and competent telephone manner can be decisive.   In this seminar you will learn how to represent your organisation professionally and recognise and react to your caller’s request in an effective and friendly manner. By actively shaping telephone contact, you are optimising both your time and that of your boss.

• Discussion preparation and follow up
• Service oriented, individualised greeting
• Correctly connecting callers
• Questioning techniques to guide conversations
• Goal oriented conversations
• Effective use of voice and language
• Creating a positive conversational atmosphere
• Dealing with complaints
• Dealing with emotional callers
• Conveying bad news
• Telephone security
• Telephone etiquette
• Stress management strategies for telephoning

Secretaries, assistants and office managers looking to enhance their telephone contact skills.

Seminar number: AS9

Price: 1.040,00 € plus VAT

Max. Participants: 10

Seminar Hours: 9 a.m. - 5 p.m.

Seminar language: German