- Telephone Skills
Telephone Skills
Course Overview
Effective use of the telephone is an essential skill within every department of every organisation. The telephone is an integral part of an organisation's success. Many people are unaware of the image they portray whilst speaking on the phone. This course teaches delegates how to make and take calls, and how to deal with tough situations on the phone such as complaints.Course Objectives
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- Understand the importance of good telephone skills and be able to demonstrate their knowledge of the techniques covered on this course.
- Take a successful telephone call using the correct greetings and closings and communicate through the telephone successfully when taking messages
Course Content
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Introduction
What influences customers?
Understanding the needs of customers
First impressions -
Communicating by Telephone
The golden rules
Understanding different communication styles
It's not just what you say
Learn to actively listen -
Making the Voice Work for You
The telephone doesn't help!
How to give the right impression
Sound confident, caring and helpful -
Making the Call
Preparing and organising
Creating a dialogue
Building rapport
Using a checklist -
Taking a Call
Answering the call
Being prepared
Leaving a voice mail message
Re-routing calls -
Dealing with Tough Situations
Handling complaints
Building relations
The difficult caller
Understanding others moods and attitudes
Prerequisites
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- No previous knowledge is required.
Public Scheduled Course Dates
M.C., Sheard Packaging Excel Level 1
C.G., Northumbria University Microsoft Power BI Desktop
K.H, LDEUTC Microsoft Power BI Desktop
Telephone Courses
We provide Telephone courses , our Telephone Courses can be available as scheduled or private courses, meaning that you can benefit from training that fits your exact requirements. If you are unsure which Telephone Courses would suit you, or if you would like help deciding, please give us a call on 0191 377 8377 or contact us online, we will be happy to help.
Private Courses
Private Courses the ultimate in flexible training. You choose the timescale, you choose the location, you choose the delegate(s) and you choose the content.
Public Scheduled Courses
Scheduled Courses, easy to book - we set the date, location and outline, so all you need to do is let us know which course you would like to attend. If a public scheduled course is not available for Telephone , we can provide private, onsite or virtual courses for you . One way or another, contact us to let us know how we can help or to book your courses.