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Professional Telephone Skills

4.0
1 review
  • The staff and the course is very much worthy of appreciation.
    |

Short course

In London ()

Price on request

Description

  • Type

    Short course

  • Duration

    1 Day

To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.

About this course

All staff members who use the telephone as part of their normal duties.

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Reviews

4.0
  • The staff and the course is very much worthy of appreciation.
    |
100%
4.6
excellent

Course rating

Recommended

Centre rating

Richard Woodward

4.0
30/01/2018
What I would highlight: The staff and the course is very much worthy of appreciation.
What could be improved: Nothing
Would you recommend this course?: Yes
*All reviews collected by Emagister & iAgora have been verified

This centre's achievements

2018

All courses are up to date

The average rating is higher than 3.7

More than 50 reviews in the last 12 months

This centre has featured on Emagister for 15 years

Subjects

  • Negotiation Skills
  • Influencing Skills
  • Persuasion Skills
  • Call Centre
  • Customer Service Skills
  • Customer Care
  • Telesales
  • Telemarketing
  • Staff
  • Listening Skills
  • Customer Service
  • Communication Training
  • Assertiveness Training

Course programme

MODULE 1: Introduction and Course Overview


MODULE 2: Exercise: Getting To Know You


MODULE 3: Knowledge / Skill Checklist


MODULE 4: First Impressions


Learning outcomes: Understand the importance of a good first impressions and how making a poor first impression can severely affect the customer / colleague relationship.


MODULE 5: Communication


Learning outcomes: See how good and poor communication skills impacts on providing an efficient customer service.


Topics covered:
  • Why Communication Goes Wrong
  • Building Rapport
  • Communication Methods
  • Personal Communication Style Questionnaire

MODULE 6: Telephone Skills


Learning outcomes: Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language, taking accurate messages.


Topics covered:
  • Telephone Skills Self Diagnostic
  • Inappropriate Language/Phrases Exercise
  • Effective Telephone Communicators
  • Poor Telephone Communicators

MODULE 7: The Factors of The Voice


Learning outcomes: Recognise how vocal factors can impact on business relationships and address any issues.


Topics covered:
  • Power
  • Pitch
  • Pronunciation
  • Pace
  • Inflection/Emphasis

MODULE 8: Six Steps to Handling An Incoming Call


Learning outcomes: Understand how to follow a structured framework to enable incoming calls to be handled efficiently.


Topics covered:
  • Good and Poor Statements on the Phone
  • Warm Transfer of Calls
  • Message Taking

MODULE 9: Questioning Techniques


Learning outcomes: Be able to use the TED technique and open questioning to help determine and solve problems.


Topics covered:
  • What are Open Questions?
  • What are Closed Questions?
  • T.E.D. Technique for Open Questions
  • Funnelling Technique

MODULE 10: Listening Skills


Learning outcomes: Understand the importance of effective listening skills when dealing with customers and work colleagues.


Topics covered:
  • Listening Skills Questionnaire
  • Listening Skills Tips/Techniques
MODULE 11: Telephone Work - Standards Monitoring Checklist


Learning outcomes: Know how to use the standards monitoring checklist, and understand how it can help to maintain service levels.


Topics covered:
  • Role Play: Guidelines for Observer Feedback
MODULE 12: Assertiveness


Learning outcomes: Fully understand what assertiveness means and explore the differences between aggressive, passive and assertive behaviours.


Topics covered:
  • Car wars exercise
  • Assertiveness, Aggressiveness and Passivity
  • Assertiveness - The 3 Steps
  • Assertive Skill Practice

MODULE 13: 15 top tips for building trust and rapport


Learning outcomes: Recognise the value of using certain behaviours in building trust and rapport.


MODULE 14: Influencing: PreparationLearning outcomes: Discover the importance of good preparation before dealing with a challenging situation.


Topics covered:
  • Influencing Tactics

MODULE 15: Dealing with Anger


Learning outcomes: Recognise why people get angry and understand how to diffuse and deal with potential problems.


Topics covered:
  • Irate People - Tips and Tactics
MODULE 16: Your Personal Action Plan

Professional Telephone Skills

Price on request