Telephone Techniques Training
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
Quality Assured Training
Click for more about our quality assured training.
Quick Course FinderWith truly hundreds of training courses to choose from, we have a Quick Course Finder that will help you to find the subject area and course you need.
Just click on any heading (in black) or section
(in blue) to go straight to where you need to be.
Click to use our Quick Course Finder
Regus House, 268 Bath Road
Slough, SL1 4DX
Sales: 0845 230 6150
Service: 0845 230 6159
Accounts: 0845 230 6157
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.
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.
We provide Telephone Skills Courses courses all over the UK, with modern, fully equipped training centres in the following locations:
Serving the City in Bank and Aldgate, and Canary Wharf from our London Bridge (SE1) centre.
Across West and South West London, in Hammersmith, Baker Street and London Victoria.
Serving South West England, covering Bristol, Avon and Bath and Radstock in Somerset as well as Clevedon and Chepstow.
Serving Warwickshire and the Midlands, covering Birmingham, Walsall and Dudley as well as Wolverhampton, Solihull and Tamworth.
Serving Yorkshire and the North of England, covering Leeds, Bradford and Harrogate as well as Halifax, Wakefield and Castleford.
Serving Lancashire and the North West, covering Manchester, Salford, Stockport and Oldham as well as Bolton, Rochdale, Wigan, Warrington and Macclesfield.
Serving Berkshire and the Thames Valley, covering Reading, Theale and Newbury as well as Henley and South Oxfordshire.
Serving Berkshire and the Thames Valley, covering Bracknell, Wokingham and Ascot as well as Crowthrone, Camberley and Woking.
Serving Berkshire and the Thames Valley, covering Slough, Windsor and Maidenhead as well as High Wycombe, Uxbridge and Watford.
Serving Buckinghamshire, covering Milton Keynes, Aylesbury and Buckingham, as well as Luton, Bedford, Stevenage, St Albans and Welwyn Garden City.
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.
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.