Module 3: Controlling the Telephone Process

Objectives Learn how to effectively prepare for interactions over the phone Understand how to begin a call and grab your caller’s attention Find out how to plan your call time and put your ego aside to build rapport Convey the importance of silence and role play within a call Discover how to sound confident, professional and helpful on the telephone 3.1 Preperation Depending on the situation in which you need to make calls consider how best you can prepare. This ...