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:
Home About Us FREE Training Calculator Bespoke Training Coaching Real Play Online Training Courses NEBOSH IOSH ILM Full Course List Training Brochure Vacancies
Download Material:
Client Log-in Free Behaviour Styles Survey Free Learning Styles Survey
Sister Sites:
Associated E-Training Sterling Financial Training UK Business Training Sterling Computer Courses Sterling Languages Sales Training Courses UK Management Training Courses UK Communication Skills Training Media First Sterling Consultancy
For further details contact our sales team:
Telephone: 0115 984 9940
Fax: 0115 921 5352
sales@sterlingconsultancy.co.uk
Contact us online