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Professional Telephone Skills

A hands-on one-day course with free pre-course online skills testing
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Professional Telephone Skills
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TRAINING IN TELEPHONE TECHNIQUES

Quality, flexible training for Telephone Skills

We want to help you find the best option for your training, so please ask us if you are unsure of anything

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COURSE OUTLINE

Full details of modules and topics covered in this one-day course

DURATION

This is a one-day training course structured into 16 modules


COURSE AIMS
To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.
TARGET AUDIENCE
All staff members who use the telephone as part of their normal duties.
MODULE 1:  Introduction and Course Overview
MODULE 2:  Exercise: Getting To Know You
MODULE 3:  Knowledge / Skill Checklist
MODULE 4:  First Impressions
Learning outcomes:
Understand the importance of a good first impressions and how making a poor first impression can severely affect the customer / colleague relationship.
MODULE 5:  Communication
Learning outcomes:
See how good and poor communication skills impacts on providing an efficient customer service.
Topics covered:
  • Why Communication Goes Wrong
  • Building Rapport
  • Communication Methods
  • Personal Communication Style Questionnaire
MODULE 6:  Telephone Skills
Learning outcomes:
Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language, taking accurate messages.
Topics covered:
  • Telephone Skills Self Diagnostic
  • Inappropriate Language/Phrases Exercise
  • Effective Telephone Communicators
  • Poor Telephone Communicators
MODULE 7:  The Factors of The Voice
Learning outcomes:
Recognise how vocal factors can impact on business relationships and address any issues.
Topics covered:
  • Power
  • Pitch
  • Pronunciation
  • Pace
  • Inflection/Emphasis
MODULE 8:  Six Steps to Handling An Incoming Call
Learning outcomes:
Understand how to follow a structured framework to enable incoming calls to be handled efficiently.
Topics covered:
  • Good and Poor Statements on the Phone
  • Warm Transfer of Calls
  • Message Taking
MODULE 9:  Questioning Techniques
Learning outcomes:
Be able to use the TED technique and open questioning to help determine and solve problems.
Topics covered:
  • What are Open Questions?
  • What are Closed Questions?
  • T.E.D. Technique for Open Questions
  • Funnelling Technique
MODULE 10:  Listening Skills
Learning outcomes:
Understand the importance of effective listening skills when dealing with customers and work colleagues.
Topics covered:
  • Listening Skills Questionnaire
  • Listening Skills Tips/Techniques
MODULE 11:  Telephone Work - Standards Monitoring Checklist
Learning outcomes:
Know how to use the standards monitoring checklist, and understand how it can help to maintain service levels.
Topics covered:
  • Role Play: Guidelines for Observer Feedback
MODULE 12:  Assertiveness
Learning outcomes:
Fully understand what assertiveness means and explore the differences between aggressive, passive and assertive behaviours.
Topics covered:
  • Car wars exercise
  • Assertiveness, Aggressiveness and Passivity
  • Assertiveness - The 3 Steps
  • Assertive Skill Practice
MODULE 13:  15 top tips for building trust and rapport
Learning outcomes:
Recognise the value of using certain behaviours in building trust and rapport.
MODULE 14:  Influencing: Preparation
Learning outcomes:
Discover the importance of good preparation before dealing with a challenging situation.
Topics covered:
  • Influencing Tactics
MODULE 15:  Dealing with Anger
Learning outcomes:
Recognise why people get angry and understand how to diffuse and deal with potential problems.
Topics covered:
  • Irate People - Tips and Tactics
MODULE 16:  Your Personal Action Plan

PRICES FOR
PROFESSIONAL TELEPHONE SKILLS

PLEASE NOTE: ALL PRICES EXCLUDE VAT.

Scheduled Public Classes

The simplest and most cost-effective option for 1, 2 or 3 delegates.

  • For scheduled public classes, prices start at £149
  • For multiple delegates, prices can be as low as £119
  • If you book in advance, Early Bird prices start at just £109
  • If a course is not scheduled, you can usually Schedule Your Own from £199

NOTES:
Lower prices for additional delegates are subject to booking at the same time.
Bookings made at discounted prices cannot be cancelled.

Please call us on 0333 6000 111 or request a callback so we can discuss your needs.

Training At Your Offices

A convenient and very cost-effective option for groups of delegates

  • Onsite training is available from just £449
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Notes: Bespoke courses can be split into smaller half-day units, but they must be booked in pairs: one in the morning and one in the afternoon.
If a half-day course is listed, again these must be booked in pairs: you must of course double the half-day rate to get the full day rate.
Then you simply multiply the full day rate by the number of days to get the total cost.

Please call us on 0333 6000 111 or request a callback so we can discuss your needs.

DATES & VENUES

Dates and Venues for our Public Classes

In general, with our Early Bird pricing, the earlier you book, the lower the price.
Our small class sizes mean that classes are often full, so it's best to book as soon as you can.
Don't be disappointed by leaving it too late!

If you see classes at higher prices set to run over the next few days, these are empty classes and if you book, you may be the only delegate attending.

NOTE : prices are per delegate and exclude VAT.

View scheduled dates for the course you want in the table below.
Then click on 'Book now' against the class you want to book.


Professional Telephone Skills
Jun 1, 2016
01/06
2016
Leeds
£199
Book now
Jun 3, 2016
03/06
2016
Reading Green Park
£199
Book now
Jun 7, 2016
07/06
2016
Birmingham City Centre
£199
Book now
Jun 10, 2016
10/06
2016
Tower Bridge
£199
Book now
Jun 17, 2016
17/06
2016
Bristol
£199
Book now
Jun 21, 2016
21/06
2016
Manchester Princess Street
£199
Book now
Jun 24, 2016
24/06
2016
Slough
£199
Book now
Jul 1, 2016
01/07
2016
Nottingham
£199
Book now
Jul 8, 2016
08/07
2016
Milton Keynes
£199
Book now
Jul 8, 2016
08/07
2016
London Victoria
£199
Book now
Jul 12, 2016
12/07
2016
Reading Green Park
£179
Book now
Jul 15, 2016
15/07
2016
Leeds
£179
Book now
Jul 19, 2016
19/07
2016
Tower Bridge
£179
Book now
Jul 22, 2016
22/07
2016
Birmingham City Centre
£179
Book now
Jul 26, 2016
26/07
2016
Bristol
£159
Book now
Aug 2, 2016
02/08
2016
Slough
£159
Book now
Aug 5, 2016
05/08
2016
Manchester Princess Street
£159
Book now
Aug 9, 2016
09/08
2016
Nottingham
£139
Book now
Aug 16, 2016
16/08
2016
London Victoria
£139
Book now
Aug 16, 2016
16/08
2016
Milton Keynes
£139
Book now
Aug 23, 2016
23/08
2016
Leeds
£139
Book now
Aug 26, 2016
26/08
2016
Reading Green Park
£139
Book now
Aug 30, 2016
30/08
2016
Birmingham City Centre
£139
Book now
Sep 2, 2016
02/09
2016
Tower Bridge
£139
Book now
Sep 9, 2016
09/09
2016
Bristol
£139
Book now
Sep 13, 2016
13/09
2016
Manchester Princess Street
£139
Book now
Sep 16, 2016
16/09
2016
Slough
£139
Book now
Sep 23, 2016
23/09
2016
Nottingham
£139
Book now
Sep 30, 2016
30/09
2016
Milton Keynes
£139
Book now
Sep 30, 2016
30/09
2016
London Victoria
£139
Book now

DELEGATE FEEDBACK FOR OUR
PROFESSIONAL TELEPHONE SKILLS COURSE

PLEASE NOTE: ALL PRICES EXCLUDE VAT.

AVERAGE REVIEW: 88%  (4.4/5)  BASED ON 61 REVIEWS

Catherine Morris , Jan 5 2016
Course rating of 4 stars
"The tutor was really good. " Phill Clegg, Oct 29 2015
Course rating of 5 stars
"Very well presented" Kuvel Kaur, Oct 21 2015
Course rating of 3 stars
"Graham was very helpful and kind. in such a short amount of time he taught us memorable life skills which I will treasure. " pauline walker, Sep 29 2015
Course rating of 4 stars
"All topics were covered in detail. I liked the course trainer. She had a very pleasant and easy way about her. As soon as I walked into the room I felt very comfortable. She delivered the course in an approachable manner." Jack Wade , Sep 22 2015
Course rating of 4 stars
"Thank you for the course. It was useful." Alex Dibley, Sep 22 2015
Course rating of 4 stars
"Very good course. Tutor was excellent! " Robin Mallender, Sep 22 2015
Course rating of 4 stars
"The way the course was split into learning about different things about people was both helpful and interesting. Learning about the functions of the hemispheres of the brain was unexpected but extremely interesting. What I enjoyed about the course was its depth; we learned about more than just how to answer a telephone." Sophie Bird, Sep 8 2015
Course rating of 5 stars
"Excellent trainer" Suzanne Lepley, Sep 8 2015
Course rating of 5 stars
"The course was delivered in a first class way. Shahida the tutor was wonderful and answered fully any questions the group had. She interacted well with the group and included us all in exercises. On the whole this was a great friendly and informative course." Carol Eggleton, Sep 4 2015
Course rating of 4 stars
"The course was very informative, alot of information was given in a very relaxed manner. " Denise Reynolds, Sep 3 2015
Course rating of 5 stars
"We would definitely recommend training with Activia" Rachael Lynch, Jul 24 2015
Course rating of 5 stars
"I would definatly consider coming back if I wanted any more training." Chloe Cresswell, Jul 24 2015
Course rating of 5 stars
"I really enjoyed the course and felt as though i learnt a lot from it, i can now confidently answer the phone knowing that i can professionally deal with anyone who is on the other end." stanley riley, Jul 3 2015
Course rating of 4 stars
"The trainer was very professional, and easy going. I felt welcome and made to feel at ease, and therefore felt I could ask any questions I felt relevant. Simon was very approachable." Jackie Sheringham-Ford, Jun 5 2015
Course rating of 5 stars
"Very good course and Simon was very helpful and given me the knowledge to help myself"

MORE INFORMATION FOR
PROFESSIONAL TELEPHONE SKILLS

General Information

All Activia training courses have been created, reviewed and developed to ensure they provide up to date and constantly improving standards of content. Our training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.

Class Sizes

Maximum class size for courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.

Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.

For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.

How to book
Course, dates and delegate numbers
Decide on the course you want, the date(s) you can attend, and the number of delegates involved
Training location
Also decide whether you want training at your offices or at one of our centres.
Speedy course booking
You can use the Speedy Quote option to get a quick price, and to book online
Call us
if at any time you want help or advice, or you want to book on the telephone, just call us on 0333 6000 111 to speak to one of our friendly training advisors

Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.

Also note: If you are a private individual you must pay by credit card at the time of booking.

The confirmation process
Course places allocated
Your place is allocated, along with workbooks (and lunches if it's at our centre)
Booking confirmation
You receive an official confirmation, with joining instructions (and directions if it's at our centre)
Training invoice
You receive a VAT invoice

Note: Please allow 1 - 2 working days for your confirmation and invoice.

What happens on the day

If you are coming to our centre, dress code is smart casual.   Refreshments and a free buffet lunch will be provided, but please note that, as a training company who relies on caterers, we are unable to reliably provide for differing dietary requirements, so if you are in any doubt then please bring your own.   The timetable is as follows:

9:15

ARRIVAL TIME

9:30

TRAINING STARTS

11:00

MID-MORNING BREAK



1:00

ONE HOUR LUNCH BREAK

3:15

MID-AFTERNOON BREAK

4:30

WRAP UP

Note: break times can vary according to the needs of the training, and course duration for smaller class sizes are usually shorter because fewer delegates have fewer questions !

For training at your offices, this itenerary can be varied by prior arrangement.

What you get

With your training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.

Every delegate on a course also gets an Activia Training Attendance Certificate.

GET IN TOUCH

Call us on:
0333 6000 111

   You can Email us direct (You'll usually get a response within 2-3 working hours)
   Or fill out the details below and we'll be in touch very soon:
SEND MESSAGE

TRAINING IN TELEPHONE TECHNIQUES

We can enhance your skills with training for Telephone Skills at any of our twelve training centres UK wide, or we can come to your offices: if you have groups of three or more staff who need training, this is a very convenient, flexible and cost effective option. Moreover, most of our telephone techniques courses are 1 day, which keeps "out of office" periods for attendees to a minimum.

We have been delivering professional telephone skills all over the UK since 1995 and have continually developed our philosophy of high quality, flexible and results-driven provision of training in Telephone Techniques to ensure constantly improving standards of quality.   So you can be confident that we have the expertise, and the experience, to give you a great return on your investment in courses for Telephone Techniques.

Why not contact us today to see how we can help with providing your courses for Telephone Techniques ?


Stay in touch

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Contact Details

Activia Training

Locations Address: Head Office, Regus House,
268 Bath Road
Slough, Berkshire SL1 4DX

Phone Sales:           0333 6000 111

Service:       0333 6000 555

Accounts:    0333 6000 777



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