PROFESSIONAL TELEPHONE SKILLS
The best solution for Telephone Techniques Training CoursesA hands-on one-day course with free e-learning revision after your training and pre-course online skills testing
Note: this Professional Telephone Skills course is CPD certified.
This means that not only has it been rigorously assessed in terms of content and quality, but it comes with a FREE CPD Certification certificate, as well as an Activia diploma of completion.
Full details of modules and topics covered in this one-day course
This course covers None versions
Note: Free e-learning revision is available with this course: 12 months of access for each delegate on scheduled public (open) classes and standard on-site/private classes (not available for bespoke courses) .
This is a one-day training course structured into 16 modules
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.
- 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
- 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
- Role Play: Guidelines for Observer Feedback
- Car wars exercise
- Assertiveness, Aggressiveness and Passivity
- Assertiveness – The 3 Steps
- Assertive Skill Practice
- Influencing Tactics
- Irate People – Tips and Tactics
AVERAGE REVIEW: 4.4 out of 5 BASED ON 21 REVIEWS
With our latest Telephone Skills courses, you get free e-learning revision for a full 12 months after your class so you can reinforce the knowledge you have gained.
Access is simple: go to www.activia.co.uk/login/ and log in using your email address. This will give you free access to our e-learning revision modules.
Note: These have been developed and written exclusively by Activia to maximise effectiveness, by matching the e-learning exactly to what you cover in class. We hope you have fun, on the day of the course and with honing your knowledge afterwards!
All Activia telephone techniques training courses have been created, reviewed and developed to ensure up to date provision and constantly improving standards of content. Our Telephone Skills training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.
Maximum class size for Telephone Skills 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.
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.
Note: Please allow 1 - 2 working days for your confirmation and invoice.
If you are coming to our centre, dress code is smart casual. Refreshments in the form of tea/coffee will be provided for morning and afternoon breaks, but please note that we do not provide lunch. The timetable is as follows:
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.
With your Telephone Skills training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge. With all courses, you are also given 12 months access to free e-learning revision which will further help you to reinforce the lessons you have learned.
Every delegate on a Telephone Skills course also gets an Activia Training Attendance Certificate.