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. Please contact us online or call 0115 984 9940 for more 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:

Location	Nottingham: Associated Training Offices [ where's this? ]
Date	3rd December 2010
Days	1
Immediate Payment Price	£236.50 per person (excluding VAT) Pay in full with a credit card immediately online or by cheque within 7 days to get this special price
Normal Price	£249.00 per person (excluding VAT) We send you 2 invoices by mail. Pay 50% of the total when you receive the invoices, and the remaining 50% no later than 7 days before the course commences

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