Image Power

Enhancing Your Telephone Image

KEY OBJECTIVES
To empower participants with one of the most powerful skills which every telephone personnel should possess.... the ability to create a favourable impression of their Organization with Callers. 

SESSION 1
Relationship Between Your Telephone Image,
Your Organization's Image & Bottom-line Results

• Recognising the importance & impact of this relationship

• The importance of the telephone as a key marketing tool

SESSION 2
Telephone Interaction vs Face-To-Face Interaction

• The distinctive characteristics between telephone
  interaction & face to face interaction

• Believability of each impression

SESSION 3
Your Telephone Personality

• Projecting positive impressions through your Voice

• Positive Personality  vs  Passive Personality

SESSION 4
Basic Essential Telephone Skills

• Answering calls

• Transferring calls

• Taking messages

• Screening calls

• Leaving the line

• Ending the call

• Practical skills application via role play

SESSION 5
Demonstrating Business Professionalism & Effective Telephone Techniques When Attending To Telephone Calls Of All Nature

• Effective listening techniques

• Using tact and diplomacy in handling difficult / angry callers

• Dealing with complaints effectively

• Telephone etiquette & courtesies

• Practical skills application via role play