Telephone Techniques Training Courses From Activia
Professional Telephone Skills
A One-Day Training Course
Your training is easier with Activia because we have:
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.
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.
Introduction and Course Overview
Exercise: Getting To Know You
Knowledge / Skill Checklist
• Why Communication Goes Wrong • Building Rapport • Communication Methods • Personal Communication Style Questionnaire
• 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
• What are Open Questions? • What are Closed Questions? • T.E.D. Technique for Open Questions • Funnelling Technique
• Listening Skills Questionnaire • Listening Skills Tips/Techniques
Telephone Work – Standards Monitoring Checklist
• Role Play: Guidelines for Observer Feedback
• Car wars exercise • Assertiveness, Aggressiveness and Passivity • Assertiveness – The 3 Steps • Assertive Skill Practice
15 top tips for building trust and rapport
• Influencing Tactics
Dealing with Anger
• Irate People – Tips and Tactics
A Personal Action Plan
Regus House, 268 Bath Road
Slough, SL1 4DX
Sales: 0845 230 6150
Service: 0845 230 6159
Accounts: 0845 230 6157
Feedback from Delegates on our Professional Telephone Skills Courses
"Bernadette made me comfortable made me relax so i could take more in" Diane Ripley Oct 30 2013
"Bernadette was very helpful and supportive with the training she provided us, as only myself and my collegue attended we got more out of the session than we would have in a larger group. many thanks to bernadette for all her help." Charlotte Craig Oct 30 2013
"The course was of high standard and it has been of help in our organisation." Suhail Mulla Sep 13 2013
"The tutor was very nice and friendly" Farzana Bhula Sep 13 2013
"Cauldette was a fab upbeat trainer. " Anna Lowery Sep 10 2013
"I really enjoyed the day. I got a lot out of attending and the trainer was really good and very enthusiastic." Ryan Shone Aug 11 2013
"Trainer was excellent." Kat Upton Jul 23 2013
"The Tutor was very helpful and explained the course in full detail, giving a good guide to dealing with telephone calls" Julie Dodsworth Apr 16 2013
"A GREAT COURSE WILL HELP ME IN MY WORKING DAY " Sean Griffin Feb 14 2013
"Learnt a lot from this course. Excellent training." Stephanie Barrett Feb 14 2013
"Tutor was excellent at his subject, and made sure we understood all aspects of the course in the end. Will definitely recommend this to others." Rajaneethan Raju Feb 14 2013
"Facilities were excellent as was the course trainer. " Jessica Carveles Feb 4 2013
With our quality accreditations for ISO9001, IITT, ILM and the ILP, and a uniquely flexible service, you can be sure that your training for Telephone Skills will get the results you need, at the prices you want.
With seventeen fully equipped training centres , Activia should be your first choice for training in Telephone Techniques wherever you are in the UK.
We provide Telephone Skills Training courses in the following locations:
For in house delivery of Telephone Skills Training, you can expect the same standard of training and service for your courses for Telephone Techniques as you get at our centres, conveniently delivered at your offices.
To book your in-house classes in Telephone Skills, you need look no further than Activia.
Click for more about Telephone Techniques training courses UK from Activia