Telephone & E-mail are two of the most widely used methods of communication in the modern business world. Valuable customers or potential customers can be lost if a conscious effort is not made to ensure effective communication with the customer.

Course Aim:

This practical 1 day course aims to provide participants with the communication skills required to communicate effectively by telephone & e-mail.

Learning Objectives:

• Understand how to write concise and clear business e-mails.
• Know how to use a variety of communication skills to successfully handle e-mail and telephone communications
• Understand why first impressions count whatever the communication media
• Be able to use body language to enhance your telephone communications
• Know how to deal with difficult situations

Learning Outcomes:

• Participants will consciously seek to use a range of communication skills to improve their customer interaction
• Participants will monitor their body language while communicating over the telephone
• Participants will take ownership for finding new ways to reach a satisfactory outcome for their customer