Telephone Skills

Telephone Skills Training

The telephone is a vital communication tool used by organisations to give internal and external clients a professional, friendly and positive perception. Excellent telephone communicators have refined interpersonal skills and a great understanding of how people like to be spoken to.

Developing a professional telephone voice, active listening skills and the ability to structure and lead calls in the right direction are just some of the key topics in this telephone skills training course.

Who Should Attend?

Staff using the telephone to communicate with internal and external clients.

Course Topics

Telephone Skills

• Making an excellent first impression
• Developing a professional telephone voice
• Structuring Inbound and Outbound calls
• Professional telephone message taking
• Leaving professional telephone messages
• Screening and Transferring calls
• Placing callers on hold
• The importance of voice and tone
• Positive language and phrases
• Overcoming language barriers

Communication Skills

• Active listening skills
• Effective questioning techniques

Awareness

• Self awareness
• Corporate and brand awareness
• Achieving the most from every scenario
• Perceptions and Expectations
• Increased Confidence
• Negative and positive attitudes

Option 1 - Suitable for training groups of staff

• Delivered on-site or at a venue of your choice throughout the UK
• Bespoke designed to meet the needs of your staff
• Course Length: Tailored to the availability of your staff and course topics covered
• Courses can be delivered at the weekend
• Training needs analysis included

Please contact us to discuss your training brief.

Option 2 - Suitable for training individuals or small groups

• Telephone Skills training workshops in London and Birmingham
• Course Lengh: 1 day (9.30am - 5pm)
• Course price: £275+vat per delegate