Telephone Techniques
- During this course you will:
- Build your telephone handling skills
- Learn how to professionally answer and end calls
- Develop your telephone etiquette
- Improve your listening skills
- Increase your dialogue skills, build rapport and effectively meet customer needs
- Build your telephone handling skills
What to expect
- 24 months post training support included .
- Tailored and bespoke programme options .
- Our experienced training and logistics team in the last 23 years have assisted 204,432 people .
- Over 14,060 organisations trained .
- We are rated 'Excellent' on Trustpilot and 98.8% of our customers recommend us .
- Delivery UK wide and international (75+ countries delivered) .
Suitability - Who should attend?
Telephone Techniques is suitable for anyone working as the first point of contact for customers and suppliers including staff new to customer care, administrators, receptionists and call center agents. Personnel working in a service environment aspiring to improve their telephone skills will also benefit from attending the course.
Training Course Content
Call handling
Responding to incoming callsPlacing customers on hold
Transferring phone calls (including blind transfers)
Call backs
Taking messages
Ending calls professionally
Communication skills for call handling
Telephone etiquetteListening skills
Effective telephone communication
Sounding friendly over the telephone
Building relationships during telephone calls
Identifying customer needs and communicating appropriate optionsBuilding rapport
Meeting customer needs
Promoting customer relations
Dealing with challenging calls
Managing conflict during callsHandling difficult situations
Responding to angry callers
Controlling your anger during calls
Handling criticism constructively
Expenses
Prices on application. Contact us for quote.
Request information - obligation free
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Reviews by course attendees
Average rating 4.9
Face to Face would be better but; as the world moves more into virtual meetings etc.; this was carried out in the best possible way. I really enjoyed the training course and it ...
Very enjoyable course.
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
Most useful topic: Dealing with difficult or abusive callers