Home Open Courses Online Courses Bespoke Training Full Course List Contact Us

Telephone Techniques

This is a 1 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. Please contact us online or call us on 0115 9849940 for more details.

Who will benefit:

All staff who communicate with customers and colleagues by telephone.

Course Objectives:

By the end of the course participants will be able to:

  • Handle customer calls with courtesy, enthusiasm and friendly efficiency
  • Establish rapport effectively
  • Note caller needs, and respond with questions designed to elicit other information
  • Control calls
  • Close calls by summarising outcomes and agreed actions


    • Course Content:

    The Telephone Techniques course is made of of the following units:

    • Telephone Techniques: making and receiving telephone calls; giving and receiving feedback.
    • The Telephone Detective: understanding customers’ moods and feelings; using techniques to identify how to establish maximum rapport.
    • Projecting a Positive Image: identifying how to project a positive and pleasant personality; voice and manner; choosing words and phrases with care; holding and transferring calls; using techniques to minimise tension.
    • Problem Solving: the art of asking questions; call holding; transferring; how to react to different types of people.
    • Efficiency on the Telephone: taking complicated messages accurately; the importance of self-preparation; controlling a call effectively; using word drills to draw out callers’ requirements; identifying appropriate questioning techniques; assertiveness on the telephone.
    • Dealing with Angry Callers: adopting a positive attitude to complainers; helping the customer to save face; using techniques to convert complainers into loyal customers.
    • Course Method: the use of telephone role-play equipment will give participants the opportunity to practise telephone skills and relate to their own work situation.
    • Action Plan: participants plan and discuss what they will do on return to work.


    Scheduled Courses:

    This course is not currently scheduled. Please contact us online, or call us at our Associated Training offices on 0115 9849940 for more details.

    For further details about how we can help your business with its sales training needs, contact one of our specialist sales training advisers at our Associated Training offices on:
    Telephone: 0115 984 9940
    Fax: 0115 921 5352
    Online Contact Form

    Sitemap

    Sponsored Listing:

    Visit Associated Training & Consultancy for all your training requirements in:

    General Search Terms:
    Management Training | Sales Training | Health and Safety Training | Team Building | Coaching

    Other Search Terms:
    NEBOSH General Certificate | Health and Safety NVQ | NEBOSH Construction | SMSTS Course | NEBOSH Fire |
    CITB Course | IOSH Managing Safely Course | CITB Training Courses |