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Telephone Techniques Training

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
  • Fiercely competitive prices !
Telephone Techniques Training 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
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
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    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
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    Why Activia for Telephone Techniques Training ?

    Telephone Techniques Training in London, Birmingham, Manchester, Leeds, Newcastle, Bristol and the South East

    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 Telephone Skills Courses.
    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 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, Manchester, Leeds, Newcastle, Bristol, Berkshire, Buckinghamshire, Surrey 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 in the City of London

    Serving the City in Bank and Aldgate, and Canary Wharf from our London Bridge (SE1) centre.

    Telephone Techniques Training across London

    Across West and South West London, in Hammersmith, Baker Street and London Victoria.

    Telephone Skills Courses in the centre of Bristol

    Serving South West England, covering Bristol, Avon and Bath and Radstock in Somerset as well as Clevedon and Chepstow.

    Telephone Techniques Training in Birmingham City Centre

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

    Telephone Skills Courses in Leeds

    Serving Yorkshire and the North of England, covering Leeds, Bradford and Harrogate as well as Halifax, Wakefield and Castleford.

    Telephone Techniques Training 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 in Reading

    Serving Berkshire and the Thames Valley, covering Reading, Theale and Newbury as well as Henley and South Oxfordshire.

    Telephone Techniques Training in Bracknell

    Serving Berkshire and the Thames Valley, covering Bracknell, Wokingham and Ascot as well as Crowthrone, Camberley and Woking.

    Telephone Skills Courses in Slough

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

    Telephone Skills Courses in Milton Keynes

    Serving Buckinghamshire, covering Milton Keynes, Aylesbury and Buckingham, as well as Luton, Bedford, Stevenage, St Albans and Welwyn Garden City.

    Telephone Techniques Training in Newcastle Upon Tyne

    Serving Tyneside, also Sunderland and Gateshead, as well as North Shields and South Shields, and Whitley Bay.
    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 fifteen centres in London, Birmingham, Manchester, Leeds, Newcastle, Bristol, Slough, Reading, Bracknell 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.


    Click for more about Telephone techniques skills training UK from Activia
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    Quality Assurance

    Regus House
    268 Bath Road
    Slough
    SL1 4DX
    Sales:   0845 230 6150
    Service:   0845 230 6159
    Accounts:   0845 230 6150
    Training centres in     London     Birmingham     Bristol     Berkshire     Buckinghamshire     Manchester     Leeds     Newcastle
    Why Activia?