Telephone Techniques Training

Telephone Techniques

A One-Day Training Course

Activia makes your training easier because we give you:

Recognised national quality accreditations
Friendly, capable, flexible service
Genuinely competitive prices

Why Telephone Techniques Training ?

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.

Who Should Attend?

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

Course Outline: Telephone Techniques

Nature of communication
Choosing the most appropriate communication method
Own personal communication style in business dealings with others
Importance of first impressions from the caller’s standpoint
Giving callers the wrong impression
Challenges of communicating by phone
Developing rapport with callers
Factors of good and bad communication on the telephone
The 6 W’s of message taking
Active listening skills on the phone
Factors of voice to add impact
Tactics and tips to cope with anger and complaints
3 steps to assertive behaviour
5 steps to an incoming call
Skill practice to experience the telephone process in practice

A feature of the workshop is the use of a Knowledge/Skill Checklist - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.

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 numbers

We prefer classes to be limited to a maximum of 10 delegates

Useful Links

Click to:

• Print the course outline

• Get us to call you back
• Request a free brochure

Public Training Courses for Telephone Techniques

Dates coming up:

Tue, May 27, 2008	Slough	£229	Book Now
Mon, June 16, 2008	West London	£229	Book Now
Tue, July 1, 2008	Birmingham	£229	Book Now
Thu, July 17, 2008	Slough	£229	Book Now
Tue, July 22, 2008	Aylesbury	£229	Book Now
Wed, July 30, 2008	Birmingham	£229	Book Now
Thu, July 31, 2008	London Heathrow	£229	Book Now
NOTES: We limit class sizes to a maximum of 12 Prices are per delegate, excluding VAT

Discounts For Multiple Delegates

	Price per delegate
No. of Delegates	1 - 2	3 - 4	5+	10+
Price per Delegate	£229	£209	£199	Contact Us

Private & In-House Training Courses for Telephone Techniques

We can also deliver private training courses at our training centres or 'in-house' on your premises, on dates to suit you and your staff.

Course content can either follow the standard outline, or be tailored to your requirements at no extra charge.

Although we will organise your training course for as many delegates as you wish, we recommend that any class does not exceed 12 delegates to ensure that learning objectives are met.

Prices
Prices vary according to the size of the class, but can be as low as Ł87 per delegate. See below for more details
At your offices – from Ł549.
At our centres – from Ł599.

Quick Price Calculator

	Total price per day
No. of Delegates	1	2	3	4	5	6	More
Training At an Activia centre	£599	£654	£709	£764	£819	£874	+ £55 each
- Cost per delegate	£599	£327	£236	£191	£164	£146	£100 for 12
Training At your office	£549	£594	£639	£684	£729	£774	+ £45 each
- Cost per delegate	£549	£297	£213	£171	£146	£129	£87 for 12

Please note : all prices exclude VAT

Activia, Regus House, 268 Bath Road, Slough, Berkshire SL1 4DX
Telephone: 0845 230 6150 (local rate)

Telephone skills training UK | Why Activia
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Why Activia for Telephone Techniques Training ?

Telephone Techniques Training in West London, Birmingham, Slough, London Heathrow and Aylesbury

Activia should be your first choice for training in techniques for telephone staff in the UK. We provide you with a full range of classes for job-related Business Skills, HR & supervision, Sales and Management Development as well as IT applications from Microsoft, Sage, Adobe, Macromedia, Crystal Reports and Lotus.If you are looking for courses for phone personnel, you will find that Activia offers a level of service that is unrivalled in the market.

Telephone Skills Training

If your requirement is skills training for the telephone, we can provide you with classes at highly competitive prices. You will find that for learning phone techniques, Activia will provide more tailored, flexible and focused solutions, and this enables you to get the most from your budget using the minimum of resources.

Courses in London, the Midlands, Berkshire (Berks), Buckinghamshire (Bucks), Surrey, Middlesex and UK wide

We provide Telephone Techniques Training courses all over the UK, with modern, fully equipped training centres in the following locations:

West London

Serving London, as well as areas like Brentford, Kew, Watford and Richmond.

London Heathrow

Serving Middlesex and Surrey, covering Uxbridge, Staines, Egham, Sunbury, Hounslow and Twickenham.

Birmingham

Serving Warwickshire and the Midlands, covering Solihull, Dudley and Wolverhampton as well as Coventry, Telford and Worcester.

Slough

Serving Berkshire and the Thames Valley, covering Slough, Reading, Windsor and Maidenhead as well as Bracknell, Newbury and Basingstoke.

Aylesbury

Serving Buckinghamshire, covering Aylesbury, Milton Keynes and High Wycombe, as well as Oxford, Luton and Hemel Hempstead.
Our experienced, high quality trainers will deliver your training to the highest standards and with the maximum effect.

In House Telephone Techniques Training Courses across the UK

For in house delivery of Telephone Skills Training, we have an established national UK network of trainers, as well as centres in London, Birmingham, Slough, London Heathrow and Aylesbury, so you can be sure that your training in techniques for telephone staff will be delivered in a quality assured and cost effective manner. For in-house skills training for the telephone, you need look no further than Activia.

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