Telephone Skills

IT Training Solutions Limited

Course

Inhouse

Price on request

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Description

  • Type

    Course

  • Methodology

    Inhouse

Effective use of the telephone is an essential skill within every department of every organisation. The telephone is an integral part of your organisation's success. Many people are unaware of the image they portray whilst involved in telephone communication

About this course

No previous knowledge is required.

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Course programme

Course Overview

Effective use of the telephone is an essential skill within every department of every organisation. The telephone is an integral part of your organisation's success. Many people are unaware of the image they portray whilst involved in telephone communication
Prerequisites
  • No previous knowledge is required.


Objectives


    Delegates will be able to :
  • Upon completion of the course delegates will have an understanding of the importance of good telephone skills and be able to demonstrate their knowledge of the techniques covered on this course. Lesson objectives help students become more comfortable with the course, and also provide a means to evaluate learning. Upon successful completion of this course, students will be able to take a successful telephone call using the correct greetings and closings and communicate through the telephone successfully when taking messages
Training Options
  • Private course at your company office throughout the UK, at our training room or at an independent location, convenient to you
  • Bespoke course (a course written to your specific needs) at your company office throughout the UK, at our training venue or at an independent location, convenient to you
Whats Included
  • Comprehensive colour course manual and exercises
  • Lunch (When at our training venue)
  • Refreshments (When at our training venue)
  • Relaxed refreshment area at our training room
Course Content
Introduction
  • What influences customers?
  • Understanding the needs of customers
  • First impressions
Communicating by Telephone
  • The golden rules
  • Understanding different communication styles
  • It's not just what you say
  • Learn to actively listen
Making the Voice Work for You
  • The telephone doesn't help!
  • How to give the right impression
  • Sound confident, caring and helpful
Making the Call
  • Preparing and organising
  • Creating a dialogue
  • Building rapport
  • Using a checklist
Taking a Call
  • Answering the call
  • Being prepared
  • Leaving a voice mail message
  • Re-routing calls
Dealing with Tough Situations
  • Handling complaints
  • Building relations
  • The difficult caller
  • Understanding others moods and attitudes

See related categories

Telephone Skills

Price on request

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