Telephone Answering Skills

To the customer, the person who answers the phone IS the company so everyone should behave as if they're the managing director!

Are you and your staff polite, consistent and helpful?

Learning outcomes

• Answering the phone - making contact, the content, closing, voicemail
• Dealing with difficult people
• Coping with angry customers
• Satisfying the customer and making follow-on sales
• Effective listening
• Appropriate questioning techniques
• Taking ownership of problems even when you can't solve them personally