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Effective Telephone Communication

This telephone communication course is designed to provide the employee with the skills necessary to create a professional first impression for your organization.  Thus, positively affecting your bottom line.  This class is recommended for all personnel.  Following are components of the class:

  • Making a good first impression through your greeting.

  • Instructions on how to transfer a call competently and professionally.

  • How to correctly place a caller on hold.

  • Taking messages accurately and maximizing sales opportunities.

  • Handling the difficult or angry caller.

  • The appropriate method for professionally making a call to a customer.

  • Ending every call on a positive note.

Each participant is provided with a workbook for note taking and to keep for future reference.  The employees will also learn through group discussion, workbook exercises and role playing.

In addition to the class training, a telephone mystery shop is conducted by the consultant prior to our visit.  This shop is conducted on your organization as well as your top competitors.

Copyright HRM Outsourcing Inc., 2006. All Rights Reserved. Assistance provided by SteadyRain, Inc.