Telephone Call Handling

£495 per delegate. This may be less for special offers on specific course dates and in-company training courses

Duration: 1 day

Trainer: E037PS

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Telephone Call Handling

Turning good morning into good business

One Day

The telephone remains an important means via which people contact your organisation. Well handled calls build your, and your organisations, reputation. This fun and practical workshop is for every member of staff who answers the telephone. Delegates will learn the key skills and special techniques necessary to be effective when answering inbound calls and dealing professionally with all types of caller.

Programme Contents
Communicating by Telephone
- Points of Difference – Telephone v Face to Face Communication
- The Golden Rules
Telephone Techniques
- Answering the Incoming Call
- The Proper Use of Check Lists
- Transferring Calls
- Taking Messages
- Leaving Professional Voice Messages
Telephone Skills
- How to Sound Confident, Caring & Helpful
- Learning to Listen
Handling Awkward Callers
- Understanding Customer Moods & Attitudes
- Handling Complaints
- Dealing with the Difficult Call
- Telephone Assertiveness
Instant Role Play
Personal Commitment to Quality Service
- Personal Performance Standards
- Your Action Plan

Who will benefit from this course
Everyone who answers the telephone and wants to improve their call handling techniques.

Description of the course
This one-day workshop starts by identifying the key differences between face-to-face and telephone communication. Essential telephone techniques, including the correct way to handle an incoming call, transferring calls, taking messages and leaving professional voice messages are discussed and the do’s and don’ts of communicating by telephone identified. The skills needed to communicate clearly and confidently on the telephone are practiced and delegates are also shown how to handle awkward callers.

Course objectives
- To understand the special techniques necessary to be effective on the telephone
- To know how to communicate clearly and confidently with all callers.

What you will gain
You will gain increased confidence in dealing with all types of caller and be able to create a good impression of yourself and your company when answering the telephone.

Course timings
Start: 9.45 am Finish 5.00 pm

Recommended Follow-on Courses:
A structured personal development programme can be prepared from a selection of Spearhead courses. The following are recommendations - our tutors would be pleased to answer questions or advise:

Business Writing Skills – the principles and practice of effective business writing

Telephone Sales – the right way to win business on the telephone

Assertiveness Techniques to Build Self Confidence – the art of confident communication

Customer Service Training – delivering exceptional service
The course either has new dates in data loading, or is only run as a dedicated or In Company course.
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Telephone Hotline

01933 233884

(Monday to Friday - 8:00am to 5:30pm).

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