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COMPANY IMAGE VIA TELEPHONE 04 | Área Comercial
04 | Commercial Area
Requirements
No Requirements

Customers appreciate clarity and quickness in service and, therefore, they relate the image of a successful company with those who
respond promptly.

CONTENTS
OBJECTIVES
Module 1 - Employees Responsibilities on the Company Image
At the end of this training course, trainees will be able to - Image Components
understand the importance of telephone service for the - Internal Constraints
image of the organization; to recognise the advantages and - Communication as a Tool to an Adequate Provision of Services
disadvantages of speaking on the phone; to identify the
stages and the main obstacles of attending customers by - Internal and External Customer
phone.
Module 2 - Inter-individual Communication
- Procedure at the Level of Emission, Transmission, Reception and Control
ADDRESSEES - Motivating Standards that Support and Inhibit Communication

Telephone operators, commercials, receptionists, - What to Inform: Relevant and Irrelevant Information
secretaries, administrative staff, vendors, sales assistants, - How to Inform: Importance of Gestures, Voice, Physical Attitude
civil servants, trainers; anyone interested on the subject. - Know How to Listen
- Telephone Communication Skills

Module 3 - Identification of Barriers to Telephone Communication
- Making Phone Calls and Answering the Phone
- Initial Contact
- Voice
- Diction
- Identification of the Interlocutor Needs
- Control of the Situation
- Transferring Calls
- Taking Messages
- Complaints and Dealing with Customer Complaints
- Consensual Solutions
INFORMATION
Module 4 - Fundamental Mechanisms of Human Behaviour
Hours: 20h
Time: See Training Plan - Motivation and Frustration
Material Delivered: Training Support Material - Aggressiveness
Training: Attendance Required - Passivity
Regime: Working Hours / Post-Working Hours - Manipulation
- The Characteristics of Assertive Behaviour
- Phone Call Simulation

METHODOLOGIES

Methodologies used by the trainer will be
expository, demonstrative and/or active, favouring
the latter whenever possible.

ANGOLA +244 225 400 399 | www.get-ao.com ∙ PORTUGAL +351 244 820 630 | www.get-pt.pt ∙ MOÇAMBIQUE +258 857 367 374 | www.get-mz.com 13