A one-day workshop for telephone People
 “Learning to turn ‘Good Morning’ into Good Business”
  The manner in which a company’s telephone is answered gives strong signals to the caller regarding the corporate character of the organisation

  Participants will learn
What is Customer Care?      The Art of Communication
People First Approach        What influences People?     Communicating by Telephone.    The Golden Roles’  
Learning to Listen           The Vital First Impression   
Planning and Preparation      Using the voice to the best advantage
Voice Tones that Welcome       Checklists
Routing Calls              Handling Awkward and Difficult Callers
Dealing with Complaints       Incoming Call Guidelines
Putting the Caller on Hold Guidelines   Taking Messages Guidelines
Making Callers Feel Glad they called  Commitment to Quality¨