Professional Telephone Skills

                          

About the course

This one day course enables you to develop and refresh the techniques and skills needed to provide a friendly and professional service on the telephone.  You will learn and practice methods for giving and receiving information logically and clearly, building rapport and dealing with difficult callers.

                

Who will benefit

People who need to communicate confidently and effectively with others by telephone.

                    

Programme

Introduction

    The benefits and pitfalls of using the telephone at work

 

Caring for our callers

    What annoys you when using the telephone?

    The best way to care for our callers

 

Projecting a professional image

    Preparing for an outgoing call

    Projecting a positive image over the telephone

    Using a house style on the telephone

 

Dealing with callers effectively

    Dealing with talkative people

    Getting information from uncommunicative people

    Dealing with difficult calls positively

 

Developing your skills

    Practicing your telephone skills

    Making an action plan

            

DELEGATE NUMBERS            

Our courses are “ACTIVE” and “interactive” and geared to delegates personal experience, and therefore the maximum number of delegates is specifically determined to ensure that each delegate gains the maximum benefit through a more individualised and involved approach.