HOSP6311 - Communication and Telephone Skills Training

Course Description

Did you know that 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience?
(Source: American Express Survey, 2011.) 

Making a good impression over the phone is harder than it seems. There are a number of bad phone habits that get on customers nerves and can detract from the purpose of the call. Think back to the times you’ve been on the receiving end of bad phone customer service – sounds of chewing, loud yawning, rudeness, constant interruptions – and how much it annoyed you. Upon completion of this course students will understand the importance of good personal communication and telephone skills in the workplace.

At the end of this training students will be able to:

• Understand the importance of good communication skills
• Understand how nonverbal communication skills affect public perception
• Use and improve effective listening techniques
• Use and improve proper oral communication skills
• Understand basic features of office phone systems prior to handling calls (Varies)
• Understand to properly transfer calls, put callers on hold and end the call professionally
• Properly answer the telephone by properly greeting and addressing callers
• Improve learning techniques on voice inflection and modulation.
• Learn examples to develop a good speaking voice with tone, rate of speech and pitch
• Understand the importance of good media and telephone etiquette