Telephone Techniques

Duration

 Training Content

• Nature of communication.
• Choosing the most appropriate communication method.
• Own personal communication style in business dealings with others
• Importance of first impressions from the caller’s standpoint.
• Giving callers the wrong impression.
• Challenges of communicating by phone.
• Developing rapport with callers.
• Factors of good and bad communication on the telephone.
• The 6 W’s of message taking.
• Active listening skills on the phone.
• Factors of voice to add impact.
• Tactics and tips to cope with anger and complaints.
• 3 steps to assertive behaviour.
• 6 steps to an incoming call.
• Skill practice to experience the telephone process in practice.

Workshop Features 

• A feature of the telephone techniques training course is the use of a Knowledge/Skill Checklist - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the training course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.
• Delegates will be supplied with full support documentation, supplied in spiral bound format.
• A mini exhibition of interpersonal skill books, additional handouts and ‘hints and tips’ sheets will be provided in the training room, for delegates to visit during ‘down-time’ e.g. at breaks; finishing an exercise before others.
• Prior to delivery of the telephone techniques training course, we would host a telephone meeting with you to establish the nature of the delegate’s roles, their strengths and development areas and any areas of the course you would like us to emphasise. 

Learning Outcomes

• Understand the importance, and use of, the telephone in delivering exceptional customer service.
• Gain enhanced key skills in assertiveness, listening and dealing with challenging callers.
• Deal with callers in a professional, efficient manner.

About the Trainer

Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 18 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development. Bryan personally delivers all the training.

Bryan travels extensively across the U.K. to deliver training, as well as delivering in local areas such as Worcestershire, Warwickshire, Gloucestershire and the West Midlands.

Costs

£350 per day for 1 delegate, £550 per day for 2-5 delegates, £690 for 6-10 delegates plus VAT and expenses (travel plus possible (budget) accommodation, depending on location). Costs exclude any venue costs (hire of rooms / catering) or equipment (e.g. Powerpoint projector).