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. If you have a need for this course, please contact us, as we may be able to schedule it for you.
For further details contact our sales team:
Telephone: 0115 984 9940
Fax: 0115 921 5352
Contact us online