1. The Telephone and Email:

• Why is the telephone and email important?
• Learn to respect the tools that are your source of generating business
• Why not to perceive the telephone as an interruption
• Time management and emails
• Ways to adopt a good in-house telephonic and email policy
• Be cost conscious every time you pick up the receiver

2. Communication skills:

• Procedures in answering the telephone or making calls
• Vocal tone, proactive questioning, enthusiasm, knowledge of the company, promptness
• Speaking with positive intent and professionalism
• Active listening, assertiveness without aggression and reinforced feedback
• Working through complaints, conflict and unreasonable clientele
• Etiquette and procedures for cellular telephones particularly in meetings
• Email correspondence – presentation, grammar, spelling, keep it clear and simple
• Formality vs. informality

3. Procedural skills:

• Taking control of the call and staying focused
• Techniques in transferring calls, message taking
• Building relationships telephonically and via email
• Understanding client expectations and meeting those requirements
• Dealing with a variety of character profiles and how to handle these

4. Raising the bar:

• Energy, motivation and effectiveness
• Adopt a ‘one company one image' approach