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:
| Venue | Associated Training Offices, Nottingham |
|---|---|
| Date | Thursday January 08 (2009) |
| Days | 1 |
| Immediate Payment Price | £355.50 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 | £395.00 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
|
| Venue | Associated Training Offices, Nottingham |
|---|---|
| Date | Wednesday May 13 (2009) |
| Days | 1 |
| Immediate Payment Price | £355.50 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 | £395.00 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
|
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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