Telephone Skills

About the course

This programme is designed for delegates who have just embarked on a career requiring telephone skills, and delegates with more experience but no formal training. The course will provide the delegates with a blueprint to follow in creating excellent customer service using the telephone as a communication vehicle.

The course is designed to give a clear understanding of the telephone process and demonstrate the Skills, Attributes and Knowledge necessary to use proven techniques that will improve your professionalism when using the phone.

Objectives

By the end of the course delegates will be able to:

• Understand the telephone process
• Understand the importance of voice control on the telephone.
• Not let negative calls impact in a personal manner.
• Plan a script for basic information.
• Ask relevant questions, to ascertain correct information.
• Understand the business etiquette of the telephone.
• Use the 10 keys for successful telephone technique
• Realise non verbal communication is still important
• Use communication skills designed for the telephone
• Avoid procrastination.
• Understand and show empathy with difficult calls
• Solve customer’s problems with a proven method.
• Know and value the importance of the telephone as a means of communication.

Key Areas

• Telephone techniques
• Creating a ‘Good Impression’
• Communicating on the telephone
• Establishing the Needs
• Planning and preparation
• Non-verbal communication on the telephone.
• Voice control
• Handling difficult calls

The trainers business and training experience

As author of the book call center best practices the trainer for this course has immense experience in the skills necessary in achieving excellence on the telephone.

As a senior manager who introduced a new successful call center from scratch this trainer has spent the past 8 years training staff of all level the requisite skills to telephone contacting successfully. He is also qualified as a Master Trainer and is a FAS registered management trainer

Training approach

The course is designed to be practical, relevant and participative with the emphasis focused on improving Skills, Knowledge and Motivation in a safe relaxed atmosphere.

All of our training courses are highly participative, our feedback is second to none and our trainers are all fully qualified with immense practical experience in the chosen topic

Training methods

We are full members of the training competency network and therefore all of our training methods are based on best practice for the most appropriate transfer of knowledge and learning

• Trainer presentation
• Training exercises
• Syndicate workshop
• Skill practice/Role play
• Group Discussion

To find out availability for our Telephone skills training open course or should you have any questions-please get in touch