5 Responses

1. Business English Perspective
   I have put together courses of this nature for non native speakers of English, but would be interested in knowing what you have in mind for native speakers. If you are interested in putting together an ebook course book, I would be interested in working with you on that.

2. Telephone Techniques for Call Centre staff
   Hiya,

   I have done many for call centre staff. What kind of input specifically were you after? I’d be glad to help.

   Regards
   Gillian

3. How much time do you have to put a session together?
   Andie
   If you are pushed for time to put this together have a look at: http://www.learningmatters.com and http://www.fenman.co.uk both have trainers ready packs that will meet your needs or you can purchase individual modules.

   learning matters have a module called “telephone service skills” which should give you a great starting place. Equally Fenman have a suitable offer called”50 Top Tips for Effective Telephone Communication”

   These type of packs provide a wonderful starting point if tou are new to a topic area.

4. Telephone Techniques
   Andie
   I use a Call Assessment Checklist as part of my telephone techniques training. It breaks down the handling of the in-coming call into 6 areas – PARSAC – Preparation, Answer, Reason for call, Summarise and confirm, Action and Close, giving suitable behavioural examples for each area. It’s great for assessing test calls / role plays and really focuses delegate’s minds towards behavioural detail.

   I’m very happy to let you (or anyone else) have a copy – please email me at [email protected].
   Happy Days!
   Bryan

5. Telephone Techniques
   Hi Andie,

   I have a one day workshop looking at Telephone Techniques that you are more than welcome to have a copy of, along with accompanying material, please contact me directly.
   Many thanks