Dolly Kee

Image Power

Enhancing Your Telephone Image

 

 

 

KEY OBJECTIVES
To empower participants with one of the most powerful skills which every telephone personnel should possess.... the ability to create a favourable impression of their Organization with Callers. 

 

SESSION 1
Relationship Between Your Telephone Image,
Your Organization's Image & Bottom-line Results

  • Recognising the importance & impact of this relationship

  • The importance of the telephone as a key marketing tool

SESSION 2
Telephone Interaction vs Face-To-Face Interaction

  • The distinctive characteristics between telephone
    interaction & face to face interaction

  • Believability of each impression

SESSION 3
Your Telephone Personality

  • Projecting positive impressions through your Voice

  • Positive Personality  vs  Passive Personality

SESSION 4
Basic Essential Telephone Skills

  • Answering calls

  • Transferring calls

  • Taking messages

  • Screening calls

  • Leaving the line

  • Ending the call

  • Practical skills application via role play

SESSION 5
Demonstrating Business Professionalism & Effective Telephone Techniques When Attending To Telephone Calls Of All Nature

  • Effective listening techniques

  • Using tact and diplomacy in handling difficult / angry callers

  • Dealing with complaints effectively

  • Telephone etiquette & courtesies

  • Practical skills application via role play

 
 

 

Image Power
D'Kee Image Power Sdn Bhd
46200 Petaling Jaya,
Selangor 
Tel: 03-7960 1568

Email: dollykee@imagepower.com.my

Grooming for success.
Your professional image is the pre-requisite for success.
Image Power