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telephone skills
           PACOTEL ©

objective   Improve telephone skills
target group All employees

What are the components of effective communication?

Specific telephone cycle:

greeting and identification
orientation questioning
in depth questioning
identifying the essence of the question
action: respond to the question, deliver information, discuss the action plan
feedback: did the customer understand ?

What are the differences between inbound and outbound calls?

What are the right attitudes towards the customer?


assertiveness at the phone

how to handle difficult people?
how to say “no” and keep the user happy?
how to end a communication
using the right words
how to lead the conversation using the right questions?

What are the 10 steps in complaint management?

How to handle bottlenecks?

duration 1 day


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sales skills
buying skills
telephone skills
communication skills
presentation skills
effective meetings
time management
team building
leadership and empowerment
change management
negotiating skills
complaint management
printable version (pdf)