Developing Effective Telephone Skills
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Developing Effective Telephone Skills

Overview

Course duration: 1 day.

This interactive one day course will enable you to examine the tools, tips and techniques involved in dealing with customers on the telephone.

Exceeding customer expectation on the telephone means not only understanding the customer, but also being confident, efficient and friendly.

Is it right for me?
Suitable for all staff who need to communicate on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard, reception, customer service units, call centres, help desks; and secretaries, PAs and administrators.

What will I learn?
By the end of this course you will be able to :
- Use the telephone professionally and productively
- Provide excellent telephone service -meet and exceed expectations
- Deal with complaints and difficult situations effectively
- Listen empathetically and ask the right questions
- Close a call by summarising what happens next
- Manage your emotional responses when under pressure

Pre-course Activity
You will be required to complete a pre-course questionnaire so that we can ensure that the course focuses on your key issues and needs, and those of your manager.

What will it cover?
Effective Telephone Communication
- Doing business on the telephone
- Creating the right impression-establishing rapport
- Planning and preparing your calls
- Mastering the basics of holding and transferring calls efficiently
Controlling and closing calls smoothly
- Managing Challenging Callers
- Overcoming barriers to communication
- Recognising different behaviour styles- passive, aggressive and assertive
- Assessing and using your own level of assertiveness
- Adapting your voice and tone to achieve positive outcomes
Dealing with Difficult Situations
- Understanding how perceptions can alter a call
- Handling complaints positively and creatively
- Defusing difficult situations
- Being positive even when you can’t say yes
Staying in Control
- Remaining calm, flexible and professional
- Managing your emotional responses under pressure
- Handle abusive calls and pick yourself up after a difficult call
- Leave a positive impression of you and your organisation
Personal Development
- Refining your telephone manner-developing a courteous and professional style
- Creating a personal action plan


 
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Tools
 
Key Details
Duration1 day
 
£569
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).