All our training courses can be tailored to suit your individual needs. Take a look at all the features that separate us from other Telephone Techniques training courses.

Course Aims:

To confidently and effectively communicate using the telephone, to become a well organized competent professional using the telephone.

Duration: 1 day

Objectives:

• To understand the difference between face to face and voice communication
• Understand the need for clear and concise understanding between all parties
• Understand what constitutes excellent Customer Care
• Agree on the importance of professional telephone techniques
• Provide effective questioning and listening techniques
• Recognize why it is important to own the call
• Deal with difficult/angry callers
• Develop a personal action plan

Group discussion is an integral part of this course with role-plays used to learn how to put your newly learned skills into practice.

Effective Communication Skills

• Why Communicate?
• Types of Communication
• Problems of Communication

Voice & Tone Control

• Body & Verbal Body Language
• Your Voice
• Using the Right Tone
• R.S.V.P
• Tone on the Phone

Questioning & Listening Techniques

• Asking Questions
• Types of Questions
• Using the Right Words

Listening Skills

• 6 Rules for Listening
• Why Do we need to Listen?
• Why Don't we Listen Well?
• Developing / Improving your Listening Skills
• Listening Techniques
• The Telephone
• First Impressions
• Answering the Incoming Call
• Answering the Phone-Direct from the Switchboard
• Answering the Phone-Dial Pick-Up
• Taking Notes / Information
• Message Taking
• The Equipment Required
• Planning the Outgoing Call
• Pre-Planning the Call
• Checklist
• Potential Pitfalls of Using the Telephone
• Telephone Guidelines

Telephone Manners

• Common Frustrations when using the Telephone
• Using Voice Mail / Mobile Phones
• Putting Callers on Hold
• Whilst a Caller is on Hold
• Transferring the Call
• Taking a Transferred Call
• When a Caller is Transferred to the wrong Department
• Call Waiting
• Distractions / Attitude Problem

Terminating Prolonged Conversations

• What to Do?
• Building Relationships with Customers

Assertiveness

• How to Develop Expressiveness / Assertiveness
• Results of Behaviour Types
• Why do Customer / Callers Get Angry?
• Handling the Angry / Complaining Callers/Customer
• Do's and Don'ts
• Handle it in this Way Attitude
• Follow Through
• Summary

Lasting Impression

Useful Links:
Effective Telephone Techniques
What are telephone techniques?