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Course Telephone Skills
  • Public Scheduled Price£255 +VAT
  • Course Duration1 Day
  • Course Options
    Public Scheduled
    Public Scheduled
    Fixed 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!
    Private
    Private
    Flexible 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.
    Bespoke
    Bespoke
    Bespoke 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.
  • Latest Reviews
    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

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.
Prerequisites
    • No previous knowledge is required.
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
What's included
    • Lunch and refreshments when training is delivered at our training venues
    • Comprehensive course materials and exercises
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

 

Latest Course Reviews
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

 

IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk

Printed: 23 Aug 19

 

 

 

Contact us

  • Name*:*
  • Organisation:
  • Telephone:
  • Email:*
  • Message*:*
  • Send me a copy of this email
  • Send me course updates from time to time via email

    Your subscription will naturally terminate after your chosen time limit. We will get in touch just before the end so that you can subscribe again if you would like to continue receiving information after that point.

* Required Fields