Professional Telephone Skills
This practical course will improve your telephone skills and confidence. It will help you to project a professional image and represent your organisation in the best possible way.
You will learn active listening skills to understand callers' needs and respond effectively. The course will also focus on using the right tone of voice to build rapport and create positive impressions.
You'll learn strategies for building strong relationships with callers, fostering trust and loyalty. By the end of the course, you'll have the skills to handle phone conversations professionally, resulting in greater customer satisfaction and improved professional relationships.
Listening to your tone of voice
Tried and tested telephone techniques
Prepare and make a positive impact
Handle phone conversations professionally
Building a rapport with your callerYou need no previous experience to attend this course.
Course leader is an experienced industry expert
The importance of a good telephone manner
How different voices and tones create different impressions
Answering incoming calls
How to sound confident, caring and helpful
Creating a checklists of information and questions
Re-routing calls
Confidentiality
Preparation and organisation
Making a positive first impression
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
Who to ask for?
How to introduce yourself
How to explain the purpose of your call
Assessing a call
Effective but polite questioning
Politely handling unwanted calls
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
Use a message pad or a keyboard?
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
Professionals who wish to develop skills for their current role and companies who believe in developing their talent.
People seeking opportunities which require new skills. Industry relevant training for those pursuing a new role.
Certified courses for those who have earned their theoretical stripes, but need to prove capability to future employers.
Learn face-to-face with expert mentors in a dynamic setting that inspires growth and confidence.
Join remotely with expert mentors in real time — flexible, interactive learning that fits your lifestyle.
Upskill your team together. Build your team and develop consistency, and collective confidence.
Define your direction with purpose, aligning your learning journey to personal and career goals.
Gain practical insight from real-world experts who bring clarity, confidence, and momentum to your growth.
Your certificate of attendance is proof of progress — benchmarking your skills and commitment to growth.
From £
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From £
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From £
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