Telephone and Email Management

Course Objectives

• Create the right impression of yourself and your company and present an image of total customer care.
• Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.
• Handle calls in a structured way, project professionalism in words and voice, and speak with clarity.
• Manage difficult and aggressive customers, and resolve problems successfully.
• Ask the right questions, LISTEN, and deal with enquiries, messages and complaints effectively.
• Close calls by summarizing outcomes and agreed actions with the caller and by recording.
• Organize and write effective business emails.
• Focus on your document.
• Communicate to your audience effectively.
• Organize and write effective business documents.
• Apply techniques for presenting your ideas effectively.
• Apply techniques for communicating clearly.

Target Audience

Our business-writing course targets individuals required to write professional documentation such as emails and letters.
Its primary purpose is to equip you with the skills required to write clear, concise, effective business documents in an efficient and Professional manner. It is particularly relevant to:

• Personal assistants
• Managers
• Sales representatives
• Customer service personnel
• Administration staff
• Accounts staff

Methodology

Our trainer uses a combination of expert input practice and small group sessions offering the best opportunities for skills transfer into the work/marketplace. Learning tools include questions, discussions, practical exercises, on-going review and techniques from the adult learning processes. Highly interactive with activities and practice session designed to put your new skills into action throughout the course. Amongst these activities is an email/letter writing workshop in which you have the opportunity to rework one of your own business documents with the help of our expert trainer.

Course Modules

MODULE 1 – CREATING A PROFESSIONAL IMAGE OVER THE TELEPHONE
MODULE 2 – IMPROVING YOUR TELEPHONE COMMUNICATION SKILLS
MODULE 3 – CONTROLLING THE TELEPHONE PROCESS CONFIDENTLY
MODULE 4 – HANDLING PROBLEMS, UPSET CALLERS AND DIFFICULT CUSTOMERS
MODULE 5 – BUILDING YOUR WRITING FOUNDATION
MODULE 6 – PLAN FIRST WRITE LATER
MODULE 7 – EASY, EFFICIENT, AND EFFECTIVE EMAILS
MODULE 8 – BUSINESS EMAILS