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=0D EFFECTIVE USE OF THE TELEPHONE =0D
South African Training f= or South Africans	Presented b= y SA's Leading Speakers and Trainers

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D r B r i a n J u= d e and Associates present....=0D

EFFECTIVE USE OF THE TELEPHONE

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A Dynamic Morning Seminar

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The telephone is neither good nor bad. Properly used, it can be an enormously powerful tool. Badly used, it can lose us custome= rs in less time than it takes to say "please hold."

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Over 93,000 delegates trained to date - Best value - Best training

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Present= ed by D r B r i a n J u d e

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People who use the ph= one as their primary means of communicating, are often perceived as rude and uncaring. They often show little or no empathy with their clients. This programme shows how to correct this, to make "Telephone Super Stars."

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Cost: Only R695-00 per delegate (inclusive of VAT).

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Location: Johannesburg

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Date: Friday 28th September 2012

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Where: Jeppe Quondom Conference Centre, 79 Boeing Rd East Bedfordview

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Registration:08:00 Start: 08:30 Conclude: 12:00

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TARGET GROUP

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All staff who rely on the phone as their primary sour= ce of
contact with clients.

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OBECTIVES

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To improve attitude to both clients and the workplace= . To develop
practical telephone skill= s and improve inter-personal skills.

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METHODOLOGY

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All training is designed = to achieve maximum group attention. Fast paced and entertaining, it allows t= he delegates to take away real practical skills, rather than just theoretica= l knowledge.

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TIMING

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One morning. 8:30 am to 12:00 pm

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COURSE CONTENT

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Improve self esteem.
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Basic understanding of the three emotions.
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An understanding of assertive behaviour.
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Dedication to professionalism.
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Personal image.
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What is a client?
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Whose responsibility is it? .... "It's not mine..." Work group building..
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What is a telephone?
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First impressions.
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Analysis of the different types of calls.
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Having the right tools available at all times.
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Tele-scripting.
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How to address people.
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Are you talking to the right person?
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Using negative or multi-meaning words and jargon.
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Non verbal usage and problems.
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Voice control.
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Tele-manners. Time on hold. Who's calling?
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Do not transfer until needs are established.
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Promise to call back - and do it.
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End.

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The telephone is often th= e first and most significant "window" that customers are presented with. By making a great impression on the phone, we have a far better oppurtunity = of converting queries into business. This programme shows how.

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