Module 1: Creating a Professional Image

Objectives Discover how to create a professional image and manner over the telephone Learn to identify and implement telephone etiquette which helps you connect with your caller Understand how to form positive and lasting initial impressions Find out how to sound professional and confident over the phone Comprehend and manage the skills require to handle the key stages of a call 1.1 Introduction Your speech coupled with visual and audio cues, vocal tone and choice of w...