"Telephone Skills" sets out simple principles and techniques to enhance your communication skills and ensure you make a positive impact on the telephone. It provides practical guidance on: taking calls - initial impressions, projecting the right personal and corporate image; making calls - deciding what you want to achieve, establishing rapport and getting your message across; using your voice, intonation and language to best effect; listening attentively and knowing when to take the initiative; diffusing anger and winning over difficult callers; exceeding customer expectations and leaving a lasting impression.
- ISBN13 9780852928653
- Publish Date 1 March 2000 (first published 1 February 1996)
- Publish Status Transferred
- Out of Print 11 March 2009
- Publish Country GB
- Imprint Chartered Institute of Personnel & Development
- Edition New edition
- Format Paperback
- Pages 96
- Language English