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Telephone Techniques

1 Day Course
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Course Information

Overview

The telephone is your customer's lifeline to your company. Yet although it provides fast and relatively inexpensive communication, it is a medium that is impersonal -- and switchboard and other telephone staff must be able to prevent negative behaviour on both sides.

Objective

To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.

Target Student

All staff members who use the telephone as part of their normal duties.

Course Outline

1. General
  • Nature of communication
  • Choosing the most appropriate communication method
  • Own personal communication style in business dealings with others
  • Importance of first impressions from the caller’s standpoint
  • Giving callers the wrong impression
  • Challenges of communicating by phone
  • Developing rapport with callers
  • Factors of good and bad communication on the telephone
  • The 6 W’s of message taking
  • Active listening skills on the phone
  • Factors of voice to add impact
  • Tactics and tips to cope with anger and complaints
  • 3 steps to assertive behaviour
  • 5 steps to an incoming call
  • Skill practice to experience the telephone process in practice

Private Courses

We can arrange your own private Sales and Customer Service course.

Tailored

Have us build a custom private course tailored to your needs.

Cost Effective

If you are looking to training a group of people private courses can be very cost effective.

Post Course Support

Unlimited post course email support on the course topics.

What Our Clients Think

I took so much away from this course and felt Stuart's teaching method was exceptional.

Rowanne Kiehl - SSE

This course was great, the trainer was very knowledgeable and has improved my knowledge considerably. The facilities are fantastic. Thank You!

Kurtis Fleming - HM Revenue & Customs

Really enjoyed this course. It delivered exactly what I wanted out it.

Malkit Singh - Regatta Ltd

Very clear instruction, pace was kept moving, great snippets of advice given.

Robert Montgomery - Liberty Aluminium Technologies

Really good trainer. He made the training interesting and fun.

Wendy Sipson - Hampshire Constabulary

Course is well structured and instructor delivered the content, and more, perfectly. No question left unanswered, no theory unexplained.

Aidan Hamill - Intact Software

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Introduction 1 Day
This course aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.