Telephone Skills – Classroom or Live Virtual Classroom

Learning Objectives

Upon completing this course learners will be able to:

• Create a welcoming and professional first impression, to set the desired tone for the conversation.
• Structure and lead conversations – keeping them on topic and timely.
• Apply best-practice telephone etiquette to create a seamless experience.
• Gather accurate information from callers, to document and share with colleagues.
• Assert themselves appropriately when handling talkative or unwanted callers.

Return on Investment

Performance outcomes include:

• Enhanced reputation and customer loyalty – perceived as true professionals.
• Increased attention to detail and highly organised approach to information/data.
• Engaged workforce – greater self-awareness, confidence and positivity.
• Uplifted behavioural consistency, internal communications and efficiency.

Module 1: Effective Communication: Verbal & Non-verbal Skills 

Learning Outcomes

• Become a more believable, persuasive and influential communicator.
• Increase self-awareness, confidence and professionalism.
• Consistently communicate a responsive (can-do) approach.

Service Methodologies

• ‘Believability’ of Communication
• Body Language & Voice Factors
• Using Positive and Persuasive Language

Module 2: Telephone Etiquette: Accuracy & Professionalism

Learning Outcomes

• Manage the expectations of callers and brief colleagues properly.
• Utilise ‘dead-time’ during conversations to create a more seamless experience.
• Improve attention to detail and the accuracy of information gathered.

Service Methodologies

• Placing Callers on Hold / Transferring Calls
• Making the Most of Silent Periods During Conversations
• Clarification of Important Customer Details

Module 3: First Impressions: Greeting & Screening Calls

Learning Outcomes

• Create a welcoming and professional first impression.
• Improve the structure and timeliness of how calls are handled.
• Apply the correct levels of assertion and professionalism with sales calls.

Service Methodologies

• Professional Telephone Greeting
• Screening Calls
• Handling Unsolicited Sales Calls Assertively

Module 4: Last Impressions: Message Taking & Closing Calls

Learning Outcomes

• Ensure all questions have been answered before ending calls.
• Take ownership of the message-taking process.
• Create a positive and professional last impression.

Service Methodologies

• Effective Message Taking
• Closing Calls Professionally