Course description
Telephone Techniques (In-House)
Individuals who want to improve their telephone communications skills, but in particular those who use the telephone as an important part of their job.
Upcoming start dates
Outcome / Qualification etc.
Objectives
By the end of the course you will be able to:
- Appreciate the importance of how we use our voice - tonality
- Clarify what to say and what NOT to say
- Develop strategies for being a better listener
- Use effective questioning techniques to ensure you understand the callers needs
- Handle phone calls with confidence
- Produce some strategies for making any changes happen
Training Course Content
Introduction & Workshop Objectives
- What will we cover today?
- What do you want to achieve today?
Feelings, Attitudes and Motivation
- Keeping in the right frame of mind - your attitude
- Accentuate the positive with positive and professional words and phrases
It' not what you say, it' the way you say it
- Your vibrant voice - how tone influences and affects the other person
- Maintaining confidence, assertiveness and professionalism
- Keeping 'in step' with the caller
Listening Skills
- Am I really listening?
- What stops me listening properly?
- Strategies for effective listening
Effective Questioning
- Different types of question
- Finding out what the caller really wants
- Ensuring the correct information is taken
Handling Tricky and Difficult Calls
- What to say and when to say it
- When and how to put on hold
- Managing the callers expectations
- How to finish the call on a positive note
Telephone Exercises
- participants will be able to practise and gain feedback on their telephone skills
The Way Forward
- Taking ideas back to the workplace and putting them into action
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Reviews
Average rating 5
Excellent course- Tutor was fantastic, very positive and enthusiastic, made the day fun and enjoyable as well as informative.
Expenses
Course Price: £360 + VAT
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