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Professional Telephone Skills | Training Course

Create a positive first impression and communicate effectively when using the telephone.
Learn the different set of skills required when not communicating face-to-face.

PERSONAL DEVELOPMENT EXPERTS   |   PROFESSIONAL TRAINING   |   SMALL COURSE SIZES   |   LONDON LOCATION

Professional Telephone Skills | Training Course

Course Takeaways
Course Info

Course Offering

Course Takeaways
Takeaways

What will I learn?

  • Sound confident and helpful
  • Analysing your phone manner
  • Screening calls
  • Building a rapport
  • Taking messages
  • Free digital course assets
  • Free helpdesk support for 28 days
Course Takeaways
Learner Reviews

How good is the course?

  • Average Score 5 out of 5
  • Delicious lunch provided
  • Certificate of Achievement
  • 1 reviews



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"

  Course Dates Venue   Price  
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £349 + VAT save £100
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT
London Bridge £449 + VAT
Online £449 + VAT

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"The trainer was very knowledgeable, she gave plenty of useful examples and tips. The exercises allowed me to put the theory into practice."
Liz Male Consulting
12th April - Professional Telephone Skills

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