EFFECTIVE TELEPHONE TECHNIQUES
	course objectives		course content
	To communicate more confidently and effectively on the telephone		Consistency in approach  Making a good initial impact  Building a meaningful rapport  Taking accurate messages  Dealing effectively with difficult calls and difficult people  Putting the theory to work
	To create an improved professional image through use of voice and personality
	To develop a consistent approach to making, receiving and handling telephone enquiries to achieve customer satisfaction
	To understand how to handle challenging situations and people sensitively in order to ensure a positive outcome
	To understand the importance of delivering a quality service
	who should attend?
	Anyone who wishes to improve their telephone skills
	further information Please contact us or request information on-line E-mail: HRS Training Courses Tel: 01732 864747 Fax: 01732 863907