PROFESSIONAL TELEPHONE SKILLS
The best solution for Telephone Techniques Training CoursesA hands-on one-day course with free pre-course online skills testing
Full details of modules and topics covered in this one-day course
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: 4.5 out of 5 BASED ON 106 REVIEWS
Aaron Jackson, Aug 22 2018
"very good teacher, made the day interesting and worthwhile and always answered questions thoroughly."
Lyn Hopegood, Aug 22 2018
"Very good tutor, varied the course according to our needs."
Rebecca Harvey, Jul 19 2018
"I enjoyed the course and found it very useful and helpful. Was able to interact and things that were said weren't put down or told were stupid which was good. Very helpful."
David Munyaka, Jul 19 2018
"The practical side of it was mostly challenging, a success."
Kristian Ricketts, Jul 19 2018
Tracy Brunton, Mar 9 2018
"Louise made the course fun, she ensured that everyone in the group knew what they were doing and ensure they took something away from the course. She was keen to answer questions the group had and explained a lot of things in detail. "
Nicole Krawczyk, Feb 9 2018
"I really enjoyed the course, it was really informative. The atmosphere was really nice. "
Andrew Wilson, Feb 7 2018
"the course was well received."
Laura Saunders, Feb 2 2018
"The course was very useful and I am very glad that I went on it. Would recommend to others in my organisation."
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.
Every delegate on a Telephone Skills course also gets an Activia Training Attendance Certificate.
PROFESSIONAL TELEPHONE SKILLS
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.
We have been delivering professional telephone skills since 1995, on the basis of high quality, flexible and results-driven training in Telephone Techniques. So you can be confident that we have the expertise, and the experience, to give you great Training in Telephone Techniques from Activia.
Why not contact us today to see how we can help with providing your courses for Telephone Techniques ?