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Telephone Skills

in Alpha Training (England)

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Course objectives:

By the end of the course delegates will be able to: • Present a professional image of themselves and their company • Communicate confidently and handle calls with courtesy, efficiency and enthusiasm • Demonstrate good listening skills • Manage difficult and aggressive calls • Keep accurate records of calls • Close calls by summarising the key points/ action agreed

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Course details

Type Course Duration 1 Day
Method / place Contact course provider Classes
Suitability This course is designed for all any-one who need to communicate in a confident and professional manner on the telephone. It is suitable for those who have contact with customers on switchboards, reception, and customer services/ call desks.
Course objectives By the end of the course delegates will be able to: • Present a professional image of themselves and their company • Communicate confidently and handle calls with courtesy, efficiency and enthusiasm • Demonstrate good listening skills • Manage difficult and aggressive calls • Keep accurate records of calls • Close calls by summarising the key points/ action agreed
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Course programme

Telephone Skills
Course contents

Creating a Professional Image on the Telephone
Understanding how customers form their impressions
First and last impressions
Providing a Professional Service
Handling Calls
Preparing for calls
Guidelines for making and taking calls
Controlling the call
Ending the call
Record keeping
Communication Skills
Listening skills
Using empathy to build a relationship with the caller
Techniques to improve your telephone voice
Dealing with Difficult Callers
Resolving complaints and problems
Managing demanding customers in a positive way
Dealing with telephone rage
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On Alpha Training

Provider description
Started in 1987, Alpha Training is a professional training company based in London.

We offer Information Technology training on desktop products from Microsoft, Adobe and others, and also on bespoke products.

We deliver Business Skills courses in the areas of Management and Leadership, Personal Effectiveness, Secretarial and Support.

And we supply Health and Safety training such as Health and Safety Awareness, Moving and Handling and First Aid at Work.

We provide trainers/facilitators for ad-hoc learning events and training days, or for rollouts of new systems or procedures.

We deliver onsite training at clients premises anywhere in the UK, and arrange offsite training at suitable locations.

Our clients include private and public sector organisations including the BBC, Central Government, the Met Police and the NHS.
Advantages of studying with Alpha Training
As well as offering pre-designed courses we can customise training solutions to meet your specific business needs. We are committed to providing the highest quality training and client service. Our team of highly experienced trainers have in-depth subject knowledge and proven training skills. Our courses are designed to help you perform to your maximum potential.
Course provider history
Alpha Training was established in January 1987 by Anne Harkness. The company started by providing professional IT training services, supported by a team of highly skilled course administrators and experienced associate IT skills trainers. We deliver instructor led training on desktop applications such as Microsoft and Adobe, on document management systems, and on bespoke software.
Specialises in
Information Technology training on desktop products from Microsoft, Adobe, web technologies , and also on bespoke software and systems. Business Skills courses in the areas of Management and Leadership, Personal Effectiveness, Secretarial and Support, HR and Training, PR and Marketing. Health and Safety training such as Health and Safety Awareness, Moving and Handling and First Aid at Work.

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