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ABOUT ACTIVIA
Activia for Professional Telephone Skills
Tutor led training that gets results
Bookings and Enquiries:
Customer Service:
0333 6000 111
0333 6000 555
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Telephone Techniques Training Courses From Activia

Professional Telephone Skills

Contact information Click to request a callback
A One-Day Training Course
Course Outline
About the Course
Prices
Dates and Venues
Delegate Feedback
More Information
Course Outline

This course is a one-day training course structured into 16 modules.

0
Module 1
Introduction and Course Overview
0
Module 2
Exercise: Getting To Know You
0
Module 3
Knowledge / Skill Checklist
0
Module 4
First Impressions
Learning outcomes
Understand the importance of a good first impressions and how making a poor first impression can severely affect the customer / colleague relationship.
0
Module 5
Communication
Learning outcomes
See how good and poor communication skills impacts on providing an efficient customer service.
Topics covered
  • Why Communication Goes Wrong
  • Building Rapport
  • Communication Methods
  • Personal Communication Style Questionnaire
  • 0
    Module 6
    Telephone Skills
    Learning outcomes
    Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language, taking accurate messages.
    Topics covered
  • Telephone Skills Self Diagnostic
  • Inappropriate Language/Phrases Exercise
  • Effective Telephone Communicators
  • Poor Telephone Communicators
  • 0
    Module 7
    The Factors of The Voice
    Learning outcomes
    Recognise how vocal factors can impact on business relationships and address any issues.
    Topics covered
  • Power
  • Pitch
  • Pronunciation
  • Pace
  • Inflection/Emphasis
  • 0
    Module 8
    Six Steps to Handling An Incoming Call
    Learning outcomes
    Understand how to follow a structured framework to enable incoming calls to be handled efficiently.
    Topics covered
  • Good and Poor Statements on the Phone
  • Warm Transfer of Calls
  • Message Taking
  • 0
    Module 9
    Questioning Techniques
    Learning outcomes
    Be able to use the TED technique and open questioning to help determine and solve problems.
    Topics covered
  • What are Open Questions?
  • What are Closed Questions?
  • T.E.D. Technique for Open Questions
  • Funnelling Technique
  • 0
    Module 10
    Listening Skills
    Learning outcomes
    Understand the importance of effective listening skills when dealing with customers and work colleagues.
    Topics covered
  • Listening Skills Questionnaire
  • Listening Skills Tips/Techniques
  • 0
    Module 11
    Telephone Work - Standards Monitoring Checklist
    Learning outcomes
    Know how to use the standards monitoring checklist, and understand how it can help to maintain service levels.
    Topics covered
  • Role Play: Guidelines for Observer Feedback
  • 0
    Module 12
    Assertiveness
    Learning outcomes
    Fully understand what assertiveness means and explore the differences between aggressive, passive and assertive behaviours.
    Topics covered
  • Car wars exercise
  • Assertiveness, Aggressiveness and Passivity
  • Assertiveness The 3 Steps
  • Assertive Skill Practice
  • 0
    Module 13
    15 top tips for building trust and rapport
    Learning outcomes
    Recognise the value of using certain behaviours in building trust and rapport.
    0
    Module 14
    Influencing: Preparation
    Learning outcomes
    Discover the importance of good preparation before dealing with a challenging situation.
    Topics covered
  • Influencing Tactics
  • 0
    Module 15
    Dealing with Anger
    Learning outcomes
    Recognise why people get angry and understand how to diffuse and deal with potential problems.
    Topics covered
  • Irate People Tips and Tactics
  • 0
    Module 16
    A Personal Action Plan
    0 0

    About the Course

    Headline details for Professional Telephone Skills.

    Do you wonder why dealing with customers on the telephone can often generate problems that are never encountered face to face?

    While telephone enquiries provide sales opportunities, one bad experience with someone on the phone may be enough reason for a customer - even a regular customer - to look elsewhere.

    The telephone is your customer's lifeline to your company. Yet although it provides fast and relatively inexpensive communication, it is a medium that is impersonal -- and switchboard and other telephone staff must be able to prevent negative behaviour on both sides.
    It is essential to understand, not just which techniques can be used, but the advantages and disadvantages of communicating by telephone. We will work with you to produce a solution that enables delegates to be brighter, more responsive and far more effective in their telephone work.
    The result ? Customers will have a positive response when dealing with you on the telephone, creating better and longer-lasting relationships.

    Course Aims

    To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.

    Target Audience

    All staff members who use the telephone as part of their normal duties.

    Learning Outcomes

  • Understand the importance, and use of, the telephone in delivering exceptional customer service
  • Gain enhanced key skills in assertiveness, listening and dealing with challenging callers
  • Deal with callers in a professional, efficient manner
  • Delegate Feedback  from our
    Professional Telephone Skills course

    Average Review 4.4/5 based on 50 reviews.

    "I really enjoyed the course and felt as though i learnt a lot from it, i can now confidently answer the phone knowing that i can professionally deal with anyone who is on the other end."     Chloe Cresswell     Jul 24 2015    

    "I would definatly consider coming back if I wanted any more training."     Rachael Lynch     Jul 24 2015    

    "The trainer was very professional, and easy going. I felt welcome and made to feel at ease, and therefore felt I could ask any questions I felt relevant. Simon was very approachable."     stanley riley     Jul 3 2015    

    "Very good course and Simon was very helpful and given me the knowledge to help myself"     Jackie Sheringham-Ford     Jun 5 2015    

    "The trainer was a very polite lady and she made the enviroment fun and engaging"     Joseph Meadows     Apr 16 2015    

    "The lady was very nice"     Mica Dixon     Apr 16 2015    

    "Very well organised with a good tutor who explained everything and well structured course."     Ben Griggs     Mar 31 2015    

    "Very helpful and well covered course"     Nick Powell     Mar 31 2015    

    "Found this course very interesting and helpful. It was delivered very good and the presenter was fantastic. I have recommended this course to my Team Leader."     Melissa Rhoades     Mar 24 2015    

    "Each delegate on the course came out very positive and said Carol was a fantastic trainer and the totally enjoyed every minute of the training."     Keely Jones     Mar 5 2015    

    Dates and Venues  for our public classes

    We have a simple price model where the earlier you book, the lower the price.
    Our small class sizes mean that classes are often full, so (again) it's usually best to book as soon as you can.

    NOTE : prices are per delegate and exclude VAT.

    Click on 'Book now' against the class you wish to book.

    Professional Telephone Skills
     
    Sep 1, 2015
    Nottingham
     
    **Full**
    Sep 15, 2015
    Milton Keynes
    £199
    Book Now
    Sep 15, 2015
    Leeds
    £199
    Book Now
    Sep 18, 2015
    Reading Green Park
    £199
    Book Now
    Sep 22, 2015
    Birmingham City Centre
    £199
    Book Now
    Sep 25, 2015
    Tower Bridge
    £199
    Book Now
    Sep 29, 2015
    Manchester Princess Street
    £199
    Book Now
    Oct 2, 2015
    Bristol
    £199
    Book Now
    Oct 6, 2015
    London Baker Street W1
    £199
    Book Now
    Oct 6, 2015
    Slough
    £199
    Book Now
    Oct 16, 2015
    Nottingham
    £179
    Book Now
    Oct 27, 2015
    Reading Green Park
    £179
    Book Now
    Oct 30, 2015
    Leeds
    £159
    Book Now
    Oct 30, 2015
    Milton Keynes
    £159
    Book Now
    Nov 3, 2015
    Tower Bridge
    £159
    Book Now
    Nov 6, 2015
    Birmingham City Centre
    £159
    Book Now
    Nov 10, 2015
    Bristol
    £159
    Book Now
    Nov 13, 2015
    Manchester Princess Street
    £159
    Book Now
    Nov 20, 2015
    London Baker Street W1
    £139
    Book Now
    Nov 20, 2015
    Slough
    £139
    Book Now
    Nov 24, 2015
    Nottingham
    £139
    Book Now
    Need another date or location ?   Click to schedule your own class from £299.
    Prices:  Professional Telephone Skills
    Please note : all prices exclude VAT.
    Scheduled public classes
    [The simplest and most cost-effective option for 1, 2 or 3 delegates]
    If you book in advance, Early Bird prices start at just £139
    •  Professional Telephone Skills
     
    First delegate: £199
    2nd delegate: £149
    3rd delegate +: £99 each
    NOTE   [click to show/hide]
    To view scheduled dates, click the "Dates" button on the right

    Training at your offices
    [A convenient and very cost-effective option for groups of delegates]
    •  Professional Telephone Skills
     
    First delegate: £449
    Extra delegates: £45 each
    (Price per day)
    NOTES   [click to show/hide]

    More Information:
    Professional Telephone Skills

    All Activia training courses have been created, reviewed and developed to ensure they provide up to date and constantly improving standards of content. Our training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.

    Class sizes

    Maximum class size for courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.

    Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.

    Private (closed) classes can be booked at our centres, subject to the same maximum class sizes, if you want to use our facilities for your training.

    For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.

    How to book
    • Decide on the course you want, the date(s) you can attend, and the number of delegates involved
    • Also decide whether you want training at your offices or at one of our centres.
    • You can use the Speedy Quote option to get a quick price, and to book online
    • if at any time you want help or advice, or you want to book on the telephone, just call us on 0845 230 6150 to speak to one of our friendly training advisors

    Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.

    Also note: If you are a private individual you must pay by credit card at the time of booking.

    The confirmation process
    • Your place is allocated, along with workbooks (and lunches if it's at our centre)
    • You receive an official confirmation, with joining instructions (and directions if it's at our centre)
    • You receive a VAT invoice

    Note: Please allow 1 - 2 working days for your confirmation and invoice.

    What happens on the day

    If you are coming to our centre, dress code is smart casual.   Refreshments and a free buffet lunch will be provided, but please note that, as a training company who relies on caterers, we are unable to reliably provide for differing dietary requirements, so if you are in any doubt then please bring your own.   The timetable is as follows:

    • 9:15: - Arrival time
    • 9:30: - Training starts
    • 11:00: - Mid-morning break
    • 1:00: - Lunch break (one hour)
    • 3:15: - Mid-afternoon break
    • 4:30: - Wrap up

    Note: break times can vary according to the needs of the training, and course duration for smaller class sizes can be shorter because fewer delegates have fewer questions !

    For training at your offices, this itenerary can be varied by prior arrangement.

    What you get

    With your training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.

    Every delegate on a Professional Telephone Skills course also gets an Activia Training Attendance Certificate.

    Telephone Techniques Training Courses from Activia

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    We can provide training in Telephone Techniques at any of our ten centres UK wide, or we can come to your offices – if you have groups of staff who need training, this is a particularly convenient, flexible and cost effective option.

    We have been training business all over the UK since 1995 and have continually developed our philosophy of high quality, flexible and cost effective provision of training in Telephone Techniques.   This means you can be confident that we have the expertise, and the experience, to give all you need with courses for Telephone Techniques.

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    Quality Assurance
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