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Odyssey Training is a national provider of professional, computer and management training and consultancy.

Telephone Techniques

Upcoming Course Dates
Telephone Techniques

Next Level Course

Advanced Customer Service

Learn more about our 4 hour courses

Duration
4 Hrs (9:00 am – 1:00 pm)
Meals Provided
Light refreshments
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Delivery Methods
Public, In-house, Closed Group
Skills Assessment
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Course Overview

The telephone is often the first point of contact people will have with your organisation, and it is vital that you create and sustain the right business image and impression.

This course has been developed to give you the necessary tools and technical skills to make a positive impression, develop call opportunity and skillfully manage a range of behaviours.

Expected Outcomes

Understand caller needs through effective listening and questioning, and align feedback.
Techniques to deal with a range of caller behaviours.
Prepare for common situations experienced in in-bound/out-bound calls.
Ensure phone messages are taken efficiently and correctly with all the necessary information.
Conduct and close conversations to achieve positive outcomes.

Who Should Attend this Course

Administration, support or frontline customer contact personnel required to engage with internal and external customers over the telephone.

Core Learning and Development Competencies

This course has been designed to support the development of the following core competency areas identified to facilitate individual and organisational success:

Customer focus
Interpersonal savvy
Listening

Click for futher information on our core competencies.

Topics Covered [Click to Show All]

Communication A,B,Cs
Call protocols and benchmark standards
Three keys of business greetings
Practising effective listening
Asking questions
GIFTING messages
Managing caller feedback and behaviours

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Collection Statement

Microsoft Certified Silver Learning Partner Odyssey Training is a national Australian provider of professional, technical and management training and consultancy. We run customised training and scheduled training courses in Brisbane, Cairns, Melbourne, Sydney and Townsville. We have been a major outsource partner for local and national projects across the private and public sectors. Quality Assurance System conforming to AS/NZS ISO 9001:2008 (Certification no. 1075). Odyssey Training is also a signatory to the Government’s Information Technology Conditions v5 (GITC v5) – Q-953.

Training Schedules

Partnering with employers across Australia. Training your people, bringing out their best!

Experience that speaks for itself.

Build your team, your way!

We are an Australian training company, developing Australia’s professionals.

Telephone Techniques

Upcoming Course Dates Telephone Techniques

Melbourne

Sydney

Brisbane

Cairns

Townsville

Next Level Course

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Skills Assessment