Corporate Training for Teams
5.0 (2 Reviews)

Telephone Techniques (In-House)

Length
1 day
Price
360 GBP excl. VAT
Next course start
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Course delivery
Virtual Classroom
Length
1 day
Price
360 GBP excl. VAT
Next course start
Enquire for more information See details
Course delivery
Virtual Classroom
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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

1 start date available

Enquire for more information

  • Virtual Classroom
  • Online

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

Why choose GBC Learning & Development

Established in 1994 and still learning!

Trusted by 400 world-wide

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Reviews

Average rating 5

Based on 2 reviews.
Reviews are published according to our review policy.
Write a review!
5/5
Participant
11 Jul 2014

The trainer was very enthusiastic, knowledgeable, fun and interesting. I took away a lot from the course.

5/5
Delegate
11 Jul 2014

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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