Professional Telephone Techniques

This is a 1 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. contact us (0115 9849940) for details.

Who will benefit: Receptionists, administrators, secretarial and customer service staff and anybody who deals regularly with external calls.

Objectives: By the end of the course participants will be able to:

• Explain the importance of professional telephone techniques
• Recognise the impact of their voice on the telephone and how to use it positively
• Demonstrate they are actively listening to their callers
• Use a range of questions to gather and clarify relevant information
• Summarise and record key information
• Identify ways to handle difficult telephone situations

Module One – The importance of professional telephone techniques

• Why is your telephone technique so important?
• How are first impressions created?

Module Two – Essential telephone skills

• What are ‘good’ telephone techniques and what do callers expect?
• Voice, tone and body language
• Impact of your voice
• Using positive language to create the right impression and manage expectations

Module Three – Best practices

• Call response time
• Putting callers on hold
• Transfer of calls

Module Four – Communication skills

• Active listening
• Asking the right questions
• Clarifying skills and taking notes

Module Five – Handling difficult telephone situations

• Managing difficult callers
• Using assertive behaviour

Scheduled Courses:

This course is not currently scheduled. contact us for further details

General Information:

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For further details contact our sales team:
Telephone: 0115 984 9940
Fax: 0115 921 5352
sales@sterlingconsultancy.co.uk
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