Telephone Skills

How an organisation handles phone calls can have a direct impact in their success, therefore, even outside call centres, it is essential to have good call handling skills.

Since telephone contact is often the first means of communicating with your customers, this experience must create an outstanding first impression. Over time, many of your clients or business connections may predominantly experience your company over the phone. Because of this, it’s important that everyone who may answer the phone knows the correct rules and protocols to represent your business in the best way.

Communication and conflict management skills can also help you to retain business and reduce the number of matters which may escalate to management.

Communication skills are crucial for people at all levels making and answering calls for their organisation. Understanding your customer’s needs, having an awareness of different personalities and how to handle conflict situations are all essential when ensuring the best customer experience.