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.

Telephone Skills Course Prerequisites

• • No previous knowledge is required.

Telephone Skills Course Objectives

• • 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

Included with this course

• • Lunch and refreshments when training is delivered at our training venues
  • Comprehensive course materials and exercises

Telephone Skills Course Content

• 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