FRONTLINE & TELEPHONE SKILLS
Short Course

FIRST IMPRESSIONS LAST: YOUR ENVIRONMENT & GROOMING

• How to ensure we put our best foot forward, why it is so important and how far reaching the consequences of doing so are
  

BODY LANGUAGE

• How important is this form of non-verbal communication and how it affects tone

COMMUNICATION STARTS WITH THE ABILITY TO LISTEN

• How this affects our ability to communicate, barriers and methods of overcoming them – how our speech patterns affect our success

THE ETIQUETTE OF MEETING & GREETING

• How to be an effective interface between your company and the customer

THE ETIQUETTE OF TELEPHONIC LIAISON

• The body of the call, professional speech, voice control, taking of a good message, transferring calls, ending calls, articulation, and language

EFFECTIVE COMMUNICATION SKILLS

• Ensuring information is offered and received in an effective manner
  
• Universally accepted methodologies
• Dealing with difficult clientsListening
  
  
• Listening

EXCEEDING EXPECTATIONS

• Explaining the difference between good, enough, and best

SOLIDIFYING MY ROLE AS “DIRECTOR OF FIRST IMPRESSIONS”

• Contacting your company must be a pleasant and satisfying experience - how to ensure this image is portrayed to your customers
  

A practical session to encourage open dialogue.

A morning spent interacting with each other through role-play. Learners engage in various scenarios to ensure that the concept of first impressions stick while highlighting telephone techniques.