Telephone Skills
Course Type
Scheduled:| Date | Location | Duration | Cost |
| 18 Jun 2012 (Mon) | Washington | 1 | £ 255 |
| 23 Nov 2012 (Fri) | Durham | 1 | £ 255 |
| All prices exclude VAT | |||
Private
: | This outline is available as a private course. Please contact us to arrange this course at a venue and date of your choice. |
Private courses can be held at your site or one of our training venues, and can be customised to fit your requirements.
You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.
We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.
Please contact us to discuss this further on 0191 377 8377.
You can choose to have a private course based on an existing outline or you can choose the most applicable lessons from a number of different outlines and consolidate them into one course.
We can also write bespoke courses to fit your specific requirements, whether you require training on a standard application or a bespoke inhouse system.
Please contact us to discuss this further on 0191 377 8377.
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.
Prerequisites
- No previous knowledge is required.
Objectives
- Understand of 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
Delegates will be able to:
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
Training Options
- Private course at your company office throughout the UK, at one of our training venues (Durham, Newcastle or Washington) or at an independent location, convenient to you
- Bespoke course written to your specific needs, at your company office throughout the UK, at our training venue or at an independent location, convenient to you
- For further information please contact us on 0191 377 8377
What's Included
- Relaxed refreshment area at our training venues
- Lunch and refreshments when training is delivered at our training venue
- Comprehensive course manual and exercises
Telephone skills training courses, Durham, Washington, Newcastle, North East, how to use the telephone effectively. How to communicate on the phone.
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