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Telephone Training

Taylor Mason Training

Course

In London ()

£ 949 VAT inc.

The best Telephone Skills courses

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Description

  • Type

    Workshop

  • Class hours

    8h

  • Duration

    1 Day

Dealing with customers over the telephone can often generate problems that are rarely experienced face to face; it only takes one bad experience with you over the phone to potentially drive a customer, even regulars to look for another company to provide them with products/services.

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Subjects

  • Telephone Skills
  • Influencing Skills
  • Customer Care
  • Assertion Training
  • Assertive Behaviour
  • Articulation
  • Call Handling
  • Telephone answering
  • Assertiveness
  • Telephone Training

Teachers and trainers (1)

Taylor Mason

Taylor Mason

Very Experienced Trainers

All our trainers are experts in their field, most of which have worked for us for some time. From 1-1 coaching to complex change programmes we have the skills and experinece. We cover, Human Resouces, Communicaton Skills, Leadership and Supervision, Microsoft & IT, Sales & Marketing, Personal Development, Health & Safety, Project Management, PA & Office Skills,

Course programme

What you learn:

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

During the course you cover:
  • 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

Typically we expect you to be able to provide an exceptional service to your customers/callers after completing the course, we also ask you to complete an action plan during the session, outlining areas that you will improve once back in your own workplace.

Additional information

Delivery Formats: All our in house training course are available to tailored to yours and your companies/delegates needs with our CTP (customised training programme) solution. Designed to meet any challenge or level required. Ask for a full proposal for you training, tailored to suit you.   In house training at your premises – £949 for a group of up to 12 (ex travel charged at 45 pence per mile) Public Course Information & Booking: Public Courses – £295 per delegate including refreshments/certificate/manual

See related categories

Telephone Training

£ 949 VAT inc.

The best Telephone Skills courses

See all

See all