Training Courses

Professional Telephone Skills

  1 reviews

One Day Course

Overview

This training course will ensure you create a positive impression and understand how to communicate efficiently and effectively when using the telephone.

Communicating by phone is a requires very different skills to dealing with people face to face. During this practical one day course, you will also learn to deal with enquiries and take messages quickly and effectively, how to listen and understand what the caller is saying and how to deal with difficult people and sales calls in a polite and professional manner. You need no previous experience to attend this course.

Public Course Dates & Pricing

Course DatesLocationPriceStatus
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  • Public Courses

    Small class sizes so you get the maximum amount of trainer time possible. You attend with delegates from other companies.

    A great, cost efficient way to learn, discounts are also available for group bookings.

     

    Discount Info
  • Private Courses

    One to one tuition or a private group with just your colleagues. Your choice of duration, content and location. We can train at one of our centres or onsite with you wherever you are located.

    We offer a free consultation service to help work out every detail and build the perfect course for you.

    From £499 + VAT

    Free Consultation

Course Outline

  • Introduction
    • The importance of a good telephone manner
    • How different voices and tones create different impressions

    Telephone techniques
    • Answering incoming calls
    • How to sound confident, caring and helpful
    • Creating a checklists of information and questions
    • Re-routing calls
    • Confidentiality

    Importance of first impressions
    • Preparation and organisation
    • Making a positive first impression

    Using your voice
    • Analysing your personal phone manner
    • Is the speed at which you talk, your pronunciation, and the quietness or loudness of your voice correct?
    • How to improve your phone manner

    Making outgoing calls
    • Who to ask for?
    • How to introduce yourself
    • How to explain the purpose of your call
  • Screening calls
    • Assessing a call
    • Effective but polite questioning
    • Politely handling unwanted calls

    Communicating by telephone
    • Learning to listen - it’s not just what you say
    • When to ask open or closed questions
    • Understanding the varying needs of callers
    • Recognising when callers are stressed or unhappy
    • Dealing with difficult or unhappy people
    • Building a rapport with the caller

    Taking messages
    • Use a message pad
    • What information to take
    • Making sure the information is accurate
    • Ensuring you understand the message
    • What to do if you don’t understand the message
    • Ensure the message reaches the correct person
    • Forwarding messages in a timely fashion
    • What not to say

    Questions and answers"
Experience + Flexibility

We know training inside out. We can advise you on all the options to make sure you get the best possible course.

Tell us you need to cancel 5 working days before your course and there’s no charge. Great for your peace of mind.

Our trainers bring their years of industry experience into the classroom. You'll leave confident and prepared.

The smallest class size in the industry. More one on one time with the trainer and a less intimidating group size.

Tell us which you use and it'll be booted up and waiting with the latest software when you arrive.

We provide a lovely onsite lunch so you can relax. We can cater for any dietary requirement with no fuss.

Comfort + Location
Reputation + Feedback

Our Clients


We've worked very hard over the last 20 years to grow our business through personal recommendations.

When you attend a course we ask you to tell us how it went. We use your feedback to help us improve our courses.

We publish all our customer satisfaction stats live on our site (good or bad) because we want everyone to know just how highly you rate us every day, every week and every year.

We know that choosing the best course can be difficult, maybe the thoughts of the 7446 other clients we've asked will give you the inspiration to join us too.

The most recent comments from attendees of our courses are shown below. We reckon they will give you a pretty good indication of how they think we perform.

  Client Ratings

Attendees surveyed7446
  Trainer Knowledge9.8 / 10
  Trainer Materials9.6 / 10
  Trainer Preparation9.8 / 10
  Overall Trainer Score9.7 / 10
  Centre Lunch9.6 / 10
  Centre Staff9.9 / 10
  Overall Centre Score9.7 / 10
  Overall Experience9.6 / 10
  % Who Would Recommend Us99.7%

  Recent Feedback




"The trainer was very knowledgeable, she gave plenty of useful examples and tips. The exercises allowed me to put the theory into practice. "