Course
Telephone Skills
Course Duration
1 Day
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.
Public Scheduled Dates
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Public scheduled prices per delegate +VAT
This course is available as a private event. A private event can be held at one of our venues, your location, or somewhere else if you prefer.
Prerequisites
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- No previous knowledge is required.
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
What's included
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- Lunch and refreshments when training is delivered at our training venues
- Comprehensive course materials and exercises
Course Content
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IntroductionWhat influences customers?
Understanding the needs of customers
First impressions -
Communicating by TelephoneThe golden rules
Understanding different communication styles
It's not just what you say
Learn to actively listen -
Making the Voice Work for YouThe telephone doesn't help!
How to give the right impression
Sound confident, caring and helpful
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Making the CallPreparing and organising
Creating a dialogue
Building rapport
Using a checklist
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Taking a CallAnswering the call
Being prepared
Leaving a voice mail message
Re-routing calls
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Dealing with Tough SituationsHandling complaints
Building relations
The difficult caller
Understanding others moods and attitudes
Which part of the course did you find particularly valuable
"The trainer allowed us to ask questions and was able to give me advice on how to handle a particular scenario I struggle with at work"
B.P. TLW Solicitors, Telephone Skills
What were the most useful aspects of the course
"Dealing with customers"
S.O. SSAIB, Telephone Skills
What were the most useful aspects of the course
"The one to one undivided attention to areas I needed to improve."
M.B. MGL Group, Telephone Skills
"Very good"
M.B. MGL Group, Telephone Skills
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Learn with IT Training Solutions. Small class sizes. Course materials included. Flexible course content. Expert trainers and tried & tested training methods. Course materials available online using your personal training account.
Please contact us to book a place or request a quote for your course.
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Course Options
Please contact us to discuss options for this coursePublic ScheduledPublic ScheduledFixed content, fixed date, fixed location, fixed length, multiple organisations - All you need to do is choose which course you would like to attend and contact us to book!PrivatePrivateFlexible content, flexible date, flexible location, variable length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.BespokeBespokeBespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.VirtualVirtualThese courses can be attended from anywhere.
- Virtual Training
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:4/19/2024 11:22:49 PM
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:4/19/2024 11:22:49 PM