Telephone Training

By the end of this telephone training, delegates will be able to:

• Create a positive impression
• Understand call structure
• Use the correct telephone etiquette
• Deal with callers professionally and assertively
• Handle difficult situations
• Understand the differences between tone and words

No pre course work is required for this telephone training course, however it will be interactive, linked and will contain role plays and practical exercises.

The topics covered in this telephone training are:

• Create a professional image on the telephone
• Use telephone communication to your advantage and be aware of its limitations
  
• Know the key stages of a call (answer, handover, conclude)
  
• Use your voice and language to sound professional
  
• Control a call and gain information
  
• Question and listen effectively
  
• Know the importance of recapping your conversation
  
• Manage a difficult situation assertively
• Saying no assertively
• Understand and learn the differences in customer service styles
  
• Cope with complaining customers
• Screen calls properly
• Work with internal clients and teams effectively

This course is available as an inhouse course tailored to your organisational aims and objectives, please contact us to discuss your requirements and delegate numbers. (pricing can vary dependant on the size of group)

All prices are excluding VAT, travel is charged with In-house courses at 40p per mile from our head office
Accommodation is required for distances over 100 miles from our head office.