Professional Telephone Skills
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 80 REVIEWS
"I enjoyed the day and have learnt a lot of things from Lisa which I can take on in further life."
Ben Dixey, Jan 3 2017
"Excellent Trainer. "
David Saunders, Oct 25 2016
"John was very well spoken and did a good job of teaching the course."
Andrea Griffiths-Boden , Sep 28 2016
"I really enjoyed the day and the presenter was very informative."
Joy Garratt , Sep 28 2016
"Trainer Jane appeared highly motivated and enthusiastic"
Louise Murphy , Sep 28 2016
"I found the course very informative, very interesting and found it very enjoyable. Jane our instructor was very clear, concise and it was very well delivered, thank you."
Lynda Buckley, Sep 13 2016
"Thank you for a good day."
Paul Knightley, Sep 8 2016
"The trainer (Leeza) was very engaging and my team all found the course useful and enjoyable."
Sarah Wilson, Aug 9 2016
"The teacher was lovely, helpful and supportive."
Androulla Demetriou, Jul 8 2016
"Victoria was a wonderful trainer, she taught the session in an engaging manner, and was nothing short of a delight. The training was presented clearly and with a wealth of knowledge behind the subject."
Gianluca Cina , Jun 1 2016
"everything was perfect"
Andrea Gration, Apr 27 2016
"great trainer - really engaging - would definately recommend"
thomas fisk , Apr 25 2016
"good course would recommended "
Maggie Brook, Apr 25 2016
"Mike was friendly and approcahable. He covered all areas thoroughly and made us feel relaxed so that we felt we could ask any questions if we needed to."
Joanne Jones, Apr 25 2016
"Mike was a great trainer."
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 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:
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.
GET IN TOUCH
Call us on:
0333 6000 111
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: 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 Training in Telephone Techniques from Activia.
Why not contact us today to see how we can help with providing your courses for Telephone Techniques ?