Understand the principle skills needed to use the telephone effectively and correctly use their voice, language and a professional approach to influence others
Create the right impression of their organisation and themselves when handling different kinds of telephone situations
Build rapport confidently with customers they cannot see
Obtain the information they need efficiently and effectively
Use the time with the customer to maximise potential influencing opportunities
Handle difficult people and situations confidently and professionally

The Communication Model - why telephone communication is more challenging than face to face conversation, and the key skills involved
Shaping customers' perception of you and your organisation - recognising customer's needs and expectations and developing rapport quickly
Dealing assertively and professionally with different types of customers
Questioning skills to elicit information efficiently; listening skills to demonstrate understanding and develop relationships
Handling difficult customers constructively