2 days

All staff involved in handling customer calls

After a thorough study of this training workbook, staff will be able to:

• Use effective call greetings as a receiver
• Practice good telephone manners
• Manage difficult calls and use appropriate language during telephone conversations
• Learn to manage stress levels during calls

• Avoid verbal barriers to communication
• Your first impression
• Your voice
• Conversation techniques acceptable responses
• Voice mail
• More etiquette tips
• At the end of the day