Telephone Techniques Training Courses

Telephone Techniques

A One-Day Training Course


Your training is easier with Activia because we have:
  • Recognised national quality accreditations
  • Training businesses since 1995
  • Friendly, capable, flexible service
  • Dedicated training advisors
  • Unique tools and backup
  • Design & management of training programmes
  • Fiercely competitive prices !
telephone techniques training from activia
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Course Information

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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.

Quick Course Outline: Telephone Techniques

Introduction and Course Overview


Exercise: Getting To Know You


Knowledge / Skill Checklist


First Impressions


Communication

• Why Communication Goes Wrong  • Building Rapport  • Communication Methods  • Personal Communication Style Questionnaire 

Telephone Skills

• Telephone Skills Self Diagnostic  • Inappropriate Language/Phrases Exercise  • Effective Telephone Communicators  • Poor Telephone Communicators 

The Factors of The Voice

• Power  • Pitch  • Pronunciation  • Pace  • Inflection/Emphasis 

Six Steps to Handling An Incoming Call

• Good and Poor Statements on the Phone  • Warm Transfer of Calls  • Message Taking 

Questioning Techniques

• What are Open Questions?  • What are Closed Questions?  • T.E.D. Technique for Open Questions  • Funnelling Technique 

Listening Skills

• Listening Skills Questionnaire  • Listening Skills Tips/Techniques 

Telephone Work – Standards Monitoring Checklist

• Role Play: Guidelines for Observer Feedback 

Assertiveness

• Car wars exercise  • Assertiveness, Aggressiveness and Passivity  • Assertiveness – The 3 Steps  • Assertive Skill Practice 

15 top tips for building trust and rapport


Influencing: Preparation

• Influencing Tactics 

Dealing with Anger

• Irate People – Tips and Tactics 

A Personal Action Plan


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

  • Telephone Techniques

    A One-Day Training Course

    Prices for Telephone Techniques

    Activia's prices are always among the best in today's market, and if you are offered a lower price for a like-for-like course, then we will match it.   Click for details of the Activia Price Promise.

    Scheduled Public Classes

    Prices for Scheduled Public Classes are as follows:
     
    Price per delegate
     Delegate
    1st
    2nd
    3rd
    4th
    5th
    6+
     Price per Delegate
    £229
    £189
    £149
    £149
    £149
    [ See below for dates ]

    Private & In-House Training Courses

    We can deliver private training courses at one of our training centres or on your premises:
     
    Total price per day (all delegates)
    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

    Telephone Techniques

    A One-Day Training Course

    Dates for Telephone Techniques

    Scheduled Public Classes

     Fri, March 12, 2010 *
    Reading
    £189
      * A late booking discount is available (Credit Card payment only)
     Tue, March 16, 2010 *
    West London
    £209
      * A late booking discount is available (Credit Card payment only)
     Tue, March 30, 2010
    Slough
    £229
     Wed, April 7, 2010
    Liverpool Street (City of London)
    £229
     Wed, April 7, 2010
    Manchester
    £229
     Fri, April 16, 2010
    Birmingham South
    £229
     Fri, April 23, 2010
    Reading
    £229
     Thu, April 29, 2010
    West London
    £229
     Thu, May 13, 2010
    Slough
    £229
     Thu, May 20, 2010
    Manchester
    £229
     Thu, May 20, 2010
    Liverpool Street (City of London)
    £229
     Fri, May 28, 2010
    Central Birmingham
    £229
     Fri, June 4, 2010
    Reading
    £229
     Tue, June 8, 2010
    West London
    £229
     Tue, June 22, 2010
    Slough
    £229
     Tue, June 29, 2010
    Liverpool Street (City of London)
    £229
     Wed, June 30, 2010
    Manchester
    £229
     Fri, July 9, 2010
    Central Birmingham
    £229
     Fri, July 16, 2010
    Reading
    £229
     Thu, July 22, 2010
    West London
    £229
    NOTES: We limit class sizes to a maximum of 12
    though individual centres may have smaller capacity.
                Prices are per delegate, excluding VAT

    Private & In-House Training Courses

    We can deliver private training courses at one of our training centres or on your premises:
    • Very competitive prices
    • Dates arranged to suit your availability
    • Content can be or tailored to your needs at no extra charge
    • Class sizes to suit you  (we recommend a maximum of 12)


    Activia, Abbey House, 18-24 Stoke Road, Slough, SL2 5AG
    Telephone: 0845 230 6150 (local rate)
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    Why Activia for Telephone Techniques Training Courses ?

    Telephone Techniques Training Courses in London, Berkshire, Buckinghamshire, Hampshire and Birmingham

    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, MS Office, 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, with quality, flexible 1 day Telephone Techniques Training Courses at fiercely competitive prices.

    Telephone Skills Courses

    If your requirement is skills courses for the telephone, we can provide you with training courses from introduction to advanced level at highly competitive prices. You will find that for classes for strategies for the phone, 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), Hampshire (Hants), Surrey, Middlesex and UK wide

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

    Telephone Techniques Training Courses in the City of London

    Serving the City and West End of London, as well as areas like Leytonstone, Walthamstow, Barking, Chingford and Ilford.

    Telephone Techniques Training Courses in West London

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

    Telephone Skills Courses at London Heathrow

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

    Telephone Techniques Training Courses in Birmingham City Centre

    Serving Warwickshire and the Midlands, covering Birmingham, Walsall and Dudley as well as Wolverhampton, Telford and Tamworth.

    Telephone Skills Courses in Birmingham South

    Serving Warwickshire and the Midlands, covering Solihull, Halesowen and Redditch as well as Coventry, Kidderminster and Worcester.

    Telephone Techniques Training Courses in Manchester

    Serving Lancashire and the North West, covering Manchester, Salford, Stockport and Oldham as well as Bolton, Rochdale, Wigan, Warrington and Macclesfield.

    Telephone Techniques Training Courses in Reading

    Serving Berkshire and the Thames Valley, covering Reading, Theale and Newbury as well as Henley, Bracknell and Basingstoke.

    Telephone Skills Courses in Slough

    Serving Berkshire and the Thames Valley, covering Slough, Windsor and Maidenhead as well as Gerrards Cross, Uxbridge and Watford.

    Telephone Techniques Training Courses in Aylesbury

    Serving Buckinghamshire, covering Aylesbury, High Wycombe and Hemel Hempstead, as well as Oxford, Bicester and Buckingham.

    Telephone Skills Courses in Milton Keynes

    Also serving Buckinghamshire, covering Milton Keynes, Luton and Bedford, as well as Stevenage, St Albans and Welwyn Garden City.

    Telephone Techniques Training Courses in Basingstoke

    Serving Hampshire, covering Basingstoke, as well as Camberley, Farnborough, Aldershot to the east, and Newbury, Andover and Winchester to the west.

    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 Courses, we have an established national UK network of trainers, as well as centres in London, Birmingham, Slough, Reading, Basingstoke, London Heathrow, Aylesbury and Milton Keynes, 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 courses for the telephone, you need look no further than Activia.

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    Call Activia to discuss your requirements for Telephone Skills Courses.