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Telephone Training | Telephone Courses

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Course Dates, Locations & Prices (Top) | View Course Info

Course Name Date Location Duration Price Book Online
Essential Telephone Techniques 03/03/2017 Birmingham
1 day £1299 Book now Enquire
Essential Telephone Techniques 03/03/2017 Manchester
1 day £1299 Book now Enquire
Essential Telephone Techniques 03/03/2017 London
1 day £1299 Book now Enquire
Essential Telephone Techniques 03/03/2017 Glasgow
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Sheffield
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Southampton
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Liverpool
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Cardiff
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Norwich
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Cambridge
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Aberdeen
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Bristol
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Newcastle
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Edinburgh
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Nottingham
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Belfast
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Milton Keynes
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Dublin
1 day €1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Leeds
1 day £1499 Book now Enquire
Essential Telephone Techniques 03/03/2017 Reading
1 day £1499 Book now Enquire

Course Information (Top) | View Dates & Pricing

Overview

Introduction

The Essential Telephone Techniques Course lasts for one day. Telephone calls allows you to interact with people over a long distance, saving you time and money. It is worth learning all the different techniques and methods. When making a phone conversation more efficient, one needs to understand how they should keep their tone when speaking to customers. This course will help you understand the difference the tone of one’s voice can make when having a conversation.

 

Prerequisites

There are no prerequisites for this course.

 

Who Should Attend

Telephone Techniques Training is suitable for anyone who has to speak with customers over the phone.

 

Course Objectives

The primary aims of the course are:

  • Deal with customer enquiries in a particular manner
  • Understand customer care issues
  • Use Effective Call Greetings as a Caller and Receiver
  • Managing Difficult Calls

 

What will you learn?

  • To use the phone as an effective communication tool
  • How to maintain a professional image of the organisation
  • Improve productivity via useful telephone techniques
  • Understand how to improve communication techniques

 

Course Outline

The Essential Telephone Techniques course will cover the following topics:

Overview of Essential Telephone Techniques

  • Overview of Service Excellence
  • Service Memorable
  • Accomplishing Excellence
  • The difference between good and bad service

First and Last Impression

  • Understanding the importance of the first and last impression
  • Stages of a Call

Manage Difficult Situation

  • Handling Complaints
  • The Angry Customer
  • Solution to Customer Problems

Handling an Incoming Call

  • Good and Poor statements on the call
  • Sincerely transferring calls
  • Taking a message

Communication Skills

  • Overview of Communication Skills
  • Trait Theory of Communication
  • Principles of Communication
  • Building Rapport
  • Communication Types

Telephone Skills

  • Telephone Techniques Self Diagnostic
  • Transfer a Call
  • Using Inappropriate Language
  • Good and Poor Telephone Communicator
  • Successful Mobile Communicators

About Listening Skills

  • Listening Skills
  • Methods of Listening
  • Strategies for Effective Listening techniques
  • Trade with Negative Feedback
  • Rules of Negotiation

Handling Objection

  • All About Objection
  • Types of Objection
  • Essential Model for Objection Handling

Identifying the importance of your Voice

  • Power, Pitch, Pronunciation
  • Variation

Typical Monitoring Checklist

  • Recognise How to Use the Monitoring Checklist
  • Different Roles of Standard Monitoring Checklist
  • Building Trust and Rapport

Influencing Skills

  • Methods of Influential
  • Influencing Strategies

Deal with Annoyance

  • Dealing with irritating People

Handling Behavior

  • Acceptable Behavior
  • Inappropriate Behavior
  • Acceptable Behavior VS Inappropriate Behavior
  • Effective Questioning Techniques
  • About Open Question and Close Question
  • Using TED Techniques for Open Questions
FAQs
  • Course Availability

    The spaces remaining on all courses across the website reflect the availability of the maximum printed course materials and equipment available in stock for any given event. If the spaces remaining do not appear, then there is comfortably enough lead time to provision course materials and equipment upon booking.

  • What time shall I arrive at the venue?

    Please arrive at the venue at 8:45am.

  • What are the pre-requisites?

    There are no prerequisites for this course.

  • Who should attend this course?

    Telephone Techniques Training is suitable for anyone who has to speak with customers over the phone.

  • Do you offer support for the course?

    We are able to provide support via phone & email prior to attending, during and after the course.

  • What is included in the course?

    Delegate pack consisting of course notes and exercises, Manual, Experienced Instructor, and Refreshments

  • What is the duration of this course?

    This course is [1] day(s)

  • How long until I receive the course confirmation details?

    Once your booking has been placed and confirmed, you will receive an email which contains your course location, course overview, pre-course reading material (if required), course agenda and payment receipts

What's Included?
  • Delegate pack consisting of course notes and exercises
  • Manual
  • Experienced Instructor
  • Refreshments
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