Telephone Techniques

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 skilfully manage a range of behaviours.

4 hour course
4.66  (145 reviews)
What you will learn:
  • Understand the fundamentals of providing high quality customer service over the telephone
  • Define professional service benchmarks, and understand how to improve telephone professionalism
  • Identify the importance of understanding caller needs through effective listening and questioning
  • Effectively utilise tools and techniques to enable management of a range of different behaviours
  • Improve productivity via effective messaging techniques
What you'll get:
Workbook
Refreshments
Capped class sizes
eCertificate
This course is ideal for

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

Topics covered in this training course

Things to consider when making and receiving phone calls

Analyse what makes a positive telephone experience

Customers calling your organisation should have a positive experience, and this will depend on your attitude

Why your communications skills are of critical importance, and how to remove barriers

Being patient and alert will increase your ability to comprehend the needs of your caller

Using the right balance will support the telephone conversation

Techniques to keep phone conversations on track and save time

Seeing your organisation through the eyes of your external customers

The level of planning should match the level of complexity of the call

Using established policies promotes consistently high standards of internal and external customer interaction

Be supportive, proactive, create credibility and learn what makes a good voice message

If you’re not getting the response you want, change what you’re doing!

Learn to use LEAPS (listen, empathise, acknowledge, be positive and find solutions) with an emotional caller

Before you make your call, develop an action plan

This course does not currently have public course dates. You can click here to request an in-house training quote.

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4.66
4.66
from 145 reviews
5/5
“Great structure, just the right detail. Overall happy. Thank you Annie!”
Annika, May 2019
5/5
“Very knowledgeable instructor. Very enthusiastic and engaging.”
Oliver, May 2019
5/5
Fabien, May 2019
5/5
“Annie was lovely and very knowledgeable. ”
Kelly, May 2019