Course not currently available
Professional Telephone Skills
Short course
In London ()
Description
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Type
Short course
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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.
Reviews
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The staff and the course is very much worthy of appreciation.
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Course rating
Recommended
Centre rating
Richard Woodward
This centre's achievements
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 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
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
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
Professional Telephone Skills