Essential Telephone Techniques

Short course

Inhouse

£ 400 + VAT

Description

  • Type

    Short course

  • Methodology

    Inhouse

  • Class hours

    7h

  • Duration

    1 Day

  • Start date

    Different dates available

This workshop focuses on improving delegates’ confidence and influencing skills when dealing with people on the telephone. Participants have the opportunity to discuss difficulties they face, explore a range of ideas for handling different kinds of telephone situations, and practise the key skills needed to deal with others over the ‘phone.

Facilities

Location

Start date

Inhouse

Start date

Different dates availableEnrolment now open

About this course

At the end of this training programme participants will be able to:

Understand the principle skills needed to use the telephone effectively and correctly use their voice, language and a professional approach to influence others
Create the right impression of their organisation and themselves when handling different kinds of telephone situations
Build rapport confidently with customers they cannot see
Obtain the information they need efficiently and effectively
Use the time with the customer to maximise potential influencing opportunities
Handle difficult people and situations confidently and professionally

Anyone who spends a significant amount of their time dealing with either internal or external customers on the telephone.

None required.

On receiving your request for more details we will send you all course information and how to book a place/s

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Reviews

This centre's achievements

2016

All courses are up to date

The average rating is higher than 3.7

More than 50 reviews in the last 12 months

This centre has featured on Emagister for 15 years

Subjects

  • Listening Skills
  • IT
  • Skills and Training
  • Techniques
  • Telephone techniques
  • Telephone Communication
  • Questioning skills
  • Telephone
  • Essential Telephone Techniques
  • Communication Model
  • Customer’s needs
  • Types of customers

Teachers and trainers (1)

Sarah  Goodfellow

Sarah Goodfellow

Senior TRaining Consultant

Course programme

The Communication Model – why telephone communication is more challenging than face to face conversation, and the key skills involved Shaping customers’ perception of you and your organisation – recognising customer’s needs and expectations and developing rapport quickly Dealing assertively and professionally with different types of customers Questioning skills to elicit information efficiently; listening skills to demonstrate understanding and develop relationships Handling difficult customers constructively

Essential Telephone Techniques

£ 400 + VAT