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 skillfully manage a range of behaviours. Secure your spot in our Telephone Techniques course in Brisbane or Melbourne by booking online today.

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:
Capped class sizes
Post Course Support
This course is ideal for

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

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Enquire for online training today!

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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from 145 reviews
“Sally kept pace going very well.”
Adrian, May 2019
“Lifted the yes ladder.”
Nick, May 2019
“Sally was great at making the course relevant to all roles.”
Alison, May 2019
“Very friendly and happy.”
Paul, May 2019