TPG Full Version 6a 25 MAY 2023 (For Digital PDF) - Flipbook - Page 134
Communication
Smile! Winning Telephone Skills
COURSE OVERVIEW
Delivery mode: In person OR Virtual
Duration: Half Day
You’ve got 7 seconds to impress someone at the beginning of a phone call – let’s make
each one count!
In this course you’ll learn how to communicate clearly, concisely and professionally on the
telephone, no matter who is on the other end or what variety of enquiry they have. We’ll talk
about correct language, tone, dealing with challenging enquiries, questioning techniques and
much, much more.
You’ll discover how to be remembered for all the right reasons and create raving fans for your
organisation.
This is an interactive workshop – we’ll teach you the skills, show you how they’ve been
used practically “out in the wild”.
Learning Outcomes
• Provide World Class Customer Service
over the Phone
• ‘YES’ is the answer – How to say yes as
often as possible
• Extreme Ownership – it may not be
your fault, but it is your problem
• Gaining Trust
• Effective Questioning Techniques
• Being Clear and Concise
• Managing Challenging People and
Situations
• Triaging a Busy Reception Area
To find out more go to ChooseYourCourse.com.au
Leadership and Management
Human Resources
Communication
Health Safety & Wellbeing
