Effective Telephone Skills

Course duration – 1 day

”First impressions last.”

Business scenario

The telephone is the most familiar piece of technology in the workplace and its use is often taken for granted in the way we speak to our customers, the way relationships are forged or broken and the way information is relayed. The ability to communicate in a prompt, friendly and professional manner is essential to creating the right impression and getting your message across. This developing effective telephone skills training course will enable delegates to develop, or refresh, the techniques and skills needed to make and take calls effectively.

Who will benefit?

Employees on switchboard, reception, help desk, call centres and anyone who uses the telephone for, or on behalf of, their organisation. All staff who should communicate in a confident, efficient and friendly business manner on the telephone.

Course objectives

By the end of the course you will be able to:

• Create the right impression of yourself and your organisation
• Handle calls in a professional manner with courtesy and enthusiasm
• Use appropriate telephone techniques for maximum impact
• Listen actively in order to deal with enquiries competently
• Manage difficult or angry customers to achieve constructive outcomes
• Manage calls through appropriate questioning

Course content

Presenting a professional image over the telephone

Creating the right impression for the customer
Understanding the key links between image, attitude and behaviour
Sounding professional and confident over the telephone

Controlling the telephone process with confidence

Knowing the basics of good telephone usage
Dealing with enquiries, getting the facts and achieving successful outcomes

Using the ‘statement- question’ technique to manage calls

Communication skills over the telephone

Using positive words and phrases to greater effect
Knowing how to sound friendly and professional through our tone of voice
Utilising techniques to enhance clear speaking
Showing empathy and clarifying to enhance good listening skills

Handling problems and dealing with difficult callers

Maintaining a positive approach to handling complaints
Knowing how to remain calm under pressure
Using PACR technique to handle problems in a constructive way

Course features

You will identify common barriers to successful telephone communication. You will learn and practice methods for giving and receiving information logically and clearly, building rapport and dealing with difficult callers. Role-play will also be used with real life examples to ensure the course is relevant and applicable.