Activia for Professional Telephone Skills
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Telephone Techniques Training Courses From Activia

Professional Telephone Skills

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
  • Fiercely competitive prices !
Telephone Techniques Training Courses from Activia
We'd like to discuss how we can give you the best service you will find.
Early Bird Prices from £179
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Course Content

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

Introduction and Course Overview
Exercise: Getting To Know You
Knowledge / Skill Checklist
First Impressions
• 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 
• 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
  • More Information

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    Printer-friendly course outline for Professional Telephone Skills

    Contact Us

    Activia Training
    Head Office:
        Regus House, 268 Bath Road
        Slough,   SL1 4DX

    Sales:       0845 230 6150
    Service:    0845 230 6159
    Accounts: 0845 230 6157
    Professional Telephone Skills Training Courses from Activia

    Feedback from Delegates on our Professional Telephone Skills Courses

    Average Review 4.3/5 based on 20 reviews.

    "course was delivered well"     Myra Wale     Feb 24 2014    

    "Thank you very much. Jackie was a great trainee. Really fun - great day "     Carl Bowles     Feb 21 2014    

    "Lovely trainer, made me feel comfortable and answered/help me on everything I wanted to know."     Shannon Gibbs     Feb 3 2014    

    "Enjoyed the day"     Richard Murray     Jan 20 2014    

    "Really good trainer, felt that I learned a lot"     Rohini Sharma     Dec 4 2013    

    "Our Trainer was really nice and put as at ease."     Tiffany Hoy     Nov 25 2013    

    "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 tutor was very nice and friendly"     Farzana Bhula     Sep 14 2013    

    "The course was of high standard and it has been of help in our organisation."     Suhail Mulla     Sep 14 2013    

    "Cauldette was a fab upbeat trainer. "     Anna Lowery     Sep 11 2013    

    "Very good course - all four delegates I booked on the course learnt a great deal"     Gillian Howard     Sep 2 2013    

    "Very good positive teacher"     Nichola Chamberlain     Sep 2 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 12 2013    

    "Trainer was excellent."     Kat Upton     Jul 24 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 17 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    

    Professional Telephone Skills Training Courses from Activia
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    Locations for Telephone Techniques Training Courses from Activia

    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.

    Activia centres for Telephone Skills Training

    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:

    • London
      We have six centres in London, serving the City in Bank and Liverpool Street, and Canary Wharf from our London Bridge (SE1) centre, as well as North, West and South West London, in Finchley, Baker Street and London Victoria.
    • Surrey and Sussex
      Our Croydon centre serves Croydon, Reigate and Redhill as well as Crawley, Gatwick and Brighton.
    • Berkshire
      We serve Berkshire and the Thames Valley with three centres in Reading, Slough and Bracknell.
    • Bristol
      Covering Bristol, Avon, Bath and South West England
    • Milton Keynes
      Serving Buckinghamshire, covering Milton Keynes, Aylesbury and High Wycombe, as well as Luton and Bedford.
    • Birmingham
      Serving Warwickshire and the Midlands: Birmingham, Walsall and Dudley, as well as Wolverhampton, Solihull and Tamworth.
    • Nottingham
      Serving Nottingham, Long Eaton and Derby, as well as Loughborough, Melton Mowbray and Leicester.
    • Manchester
      Serving Lancashire and the North West, covering Manchester, Salford, Stockport and Oldham as well as Bolton, Rochdale, Wigan, Warrington and Macclesfield.
    • Sheffield
      Serving South Yorkshire, covering Sheffield, Barnsley and Doncaster as well as Chesterfield and Wakefield.
    • Leeds
      Serving Yorkshire and the North of England, covering Leeds, Bradford and Harrogate as well as Halifax, Wakefield and Castleford.
    • Newcastle Upon Tyne
      Serving Tyneside, also Sunderland and Gateshead, as well as North Shields, South Shields and Whitley Bay.

    In House Telephone Techniques Training Courses from Activia across the UK

    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

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