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Advanced Telephone skills

Brilliant Customer Service
Course summary
Length: 1 day
Location: Nationwide
Next available date: Contact Brilliant for more details about this course and future dates - Nationwide

Course Description

Advanced Telephone Skills Brilliant Customer Service

Advanced Telephone Skills - 1 day course

THIS PRACTICAL COURSE HAS A SIMPLE OBJECTIVE AND PURPOSE:
“TO RAISE THE TELEPHONE SKILLS, TECHNIQUES AND ABILITY OF ALL PARTICIPANTS.”

This course is available as half-day and a one-day live workshop or an online and mobile-based learning App. Please ask for free demo App. Both the live training and mobile app feature micro-training methodology for learning more in less time.

This one-day Advanced Telephone Skills course from Brilliant Customer Service is designed to teach new and improve existing skills to sales people. This informative and practical course gives a fresh outlook on the skills required to succeed in the sales industry. 

During the one day course, you will learn how to achieve greater consistency, call control, customer service and support standards, giving you the ability to be more deliberate and skilled during telephone conversations, making them more confident and assured. 

The courses includes extenstive planning, practice and role-play sessions, as well as short informative, relevant and practical learning presentations, examples and discusssions. Also pre-course questionnaire, course workbook and follow up e-learning summaries. 

Key learning points:

  • How to project empathy, confidence and enthusiasm on purpose
  • How best to take and stay in control of difficult conversations on the telephone
  • Telephone etiquette – do’s and don’t of professional telephone call handling
  • Delight customers by understanding and managing customer expectations accurately
  • Perfecting your ‘telephone voice’ and projecting a positive vocal image.

Half-day workshop plus Mobile Learning App

All our courses are now avaliable as half-day workshops, plus a blended-learning format accompanied with a full e-learning follow-up course and mobile application.

This form of 'blended learning' can reduce time away from the workplace, and also has the potential for greater impact, usability and value. Unlike traditional training, the training content can be revisited many times in bite-sized chunks. This includes short, informative videos, audios, quizzes and information pages. We also offer a free email newsletter for each course.

Suitability - Who should attend?

This course is designed to benefit all salespeople who use the telephone on a regular basis.

Training Course Content

Course content includes:

  • Connecting skills – Starting a call, gaining rapport, qualification and taking control
  • Perfecting your ‘telephone voice’ and projecting a positive vocal image.
  • Applying the SPECIAL model to telephone customer service.
  • Consulting skills – advanced questioning skills, echoing and active listening.
  • How to project empathy, confidence and enthusiasm on purpose
  • Pacing and leading skills on the telephone
  • Creating a prompt sheet to answer FAQ’s for greater consistency, efficiency and knowing when and how to use your own initiative.
  • How best to take and stay in control of difficult conversations on the telephone.
  • Convincing skills – how to gain agreement and convey information on the telephone.
  • How to manage complaints and prevent escalation
  • Telephone etiquette – do’s and don’t of professional telephone call handling
  • Understand and manage customer expectations accurately
  • How to read customer emotions on the telephone
  • Satisfy complainers, and calm upset customers and regain confidence and goodwill
  • Concluding skills – how to end each call professionally

Expenses

Please contact Brilliant Customer Service for more details on pricing and how to arrange this course.

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Provider: Brilliant Customer Service

Brilliant Customer Service

Brilliant Customer Service - Improve customer service standards, systems and skills

Brilliant Customer Service is a UK company that offers a wide range of training courses for organisations that aim to improve their levels of customer service skills. With over 20 years of experience, the team has developed various methodologies that...


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Contact information for Brilliant Customer Service

Brilliant Customer Service


Conway House, Cranfield Technology Park
MK43 0BT Cranfield

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www.brilliantcustomerservice.co.uk