Telephone Techniques Training Print E-mail

All our training courses can be tailored to suit your individual needs. Take a look at all the features that separate us from other Telephone Techniques training courses.

Course Aims:

To confidently and effectively communicate using the telephone, to become a well organized competent professional using the telephone.

Duration: 1 day

Open Courses: From £100.00 + VAT per delegate

Bespoke One-to-One CoursesFrom £250.00 + VAT per day

Bespoke Group Courses: From £350.00 + VAT per day


Objectives:

 

  • To understand the difference between face to face and voice communication
  • Understand the need for clear and concise understanding between all parties
  • Understand what constitutes excellent Customer Care
  • Agree on the importance of professional telephone techniques
  • Provide effective questioning and listening techniques
  • Recognize why it is important to own the call
  • Deal with difficult/angry callers
  • Develop a personal action plan

Group discussion is an integral part of this course with role-plays used to learn how to put your newly learned skills into practice.

Effective Communication Skills

  • Why Communicate?
  • Types of Communication
  • Problems of Communication

Voice & Tone Control

  • Body & Verbal Body Language
  • Your Voice
  • Using the Right Tone
  • R.S.V.P
  • Tone on the Phone

Questioning & Listening Techniques

  • Asking Questions
  • Types of Questions
  • Using the Right Words

Listening Skills

  • 6 Rules for Listening
  • Why Do we need to Listen?
  • Why Don't we Listen Well?
  • Developing / Improving your Listening Skills
  • Listening Techniques
  • The Telephone
  • First Impressions
  • Answering the Incoming Call
  • Answering the Phone-Direct from the Switchboard
  • Answering the Phone-Dial Pick-Up
  • Taking Notes / Information
  • Message Taking
  • The Equipment Required
  • Planning the Outgoing Call
  • Pre-Planning the Call
  • Checklist
  • Potential Pitfalls of Using the Telephone
  • Telephone Guidelines

Telephone Manners

  • Common Frustrations when using the Telephone
  • Using Voice Mail / Mobile Phones
  • Putting Callers on Hold
  • Whilst a Caller is on Hold
  • Transferring the Call
  • Taking a Transferred Call
  • When a Caller is Transferred to the wrong Department
  • Call Waiting
  • Distractions / Attitude Problem

Terminating Prolonged Conversations

  • What to Do?
  • Building Relationships with Customers

Assertiveness

  • How to Develop Expressiveness / Assertiveness
  • Results of Behaviour Types
  • Why do Customer / Callers Get Angry?
  • Handling the Angry / Complaining Callers/Customer
  • Do's and Don'ts
  • Handle it in this Way Attitude
  • Follow Through
  • Summary

Lasting Impression

Useful Links:
Effective Telephone Techniques
What are telephone techniques?

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Telephone Techniques Training
 
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* This course can be tailored to meet your
exact requirement!

* One-to-One Telephone Techniques Training courses available!

* Group Telephone Techniques Training courses available at discount prices!


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