Telphone Techniques Training Manual : Telephone Techniques: Training Manual

Telphone Techniques Training Manual

When answering the telephone in any organisation, it is important to understand the rules of the organisation associated with non-disclosure of certain information (and the reasons why it is non-disclosable).

This manual is designed to assist you in the day-to-day running of a switchboard/reception, dealing with telephone callers’ problems, complaints, and other types of enquiries. You will be able to demonstrate a good knowledge in telephone etiquette and deal with abusive callers and emergency situations.

Upon completion of this manual your staff will understand the techniques associated with correct telephone answering techniques. Staff will be confident in their abilities to process incoming and outgoing calls, and also be well versed in dealing with problems as they arise.

Training Manual created in Microsoft Word Format

No. of Pages: 11

Contents:
Trainee Information
Certificate of Completion
Introduction
Communication Techniques
Answering the Switchboard
Use Your Voice Well
Enunciation
Body Language
What you MUST do when answering the phone
What NOT to do when answering the phone
Self Assessment Test

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