Objectives

Much of the work done in law firms is conducted over the telephone. It is therefore essential that staff develop a top quality telephone manner to ensure that callers receive the best service and impression of the firm during conversations, and thus reduce the risk of misunderstandings and miscommunication.

To increase the confidence and professionalism of more junior staff with limited experience of client contact over the telephone. To demonstrate the skills required to identify, assess and satisfy a caller’s needs.

Content

  • Effective telephone behaviour
  • Creating the right first impression
  • Presenting a positive image
  • Effective listening and questioning techniques
  • Positive phrasing
  • Controlling calls
  • Taking messages
  • Resolving problems and offering solutions
  • Managing difficult situations on the telephone
Who should attend: Paralegals, support staff and trainees

How To Book

Please contact your Learning & Development Manager if you are interested in this course.