Full details of modules and topics covered in this one-day course
This is a one-day training course
structured into 16 modules
To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.
All staff members who use the telephone as part of their normal duties.
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.
Understand the importance, and use of, the telephone in delivering exceptional customer service
Gain enhanced key skills in assertiveness, listening and dealing with challenging callers
Deal with callers in a professional, efficient manner
Want to see prices and options for delivery of your training?
MODULE 1: Introduction and Course Overview
MODULE 2: Exercise: Getting To Know You
MODULE 3: Knowledge / Skill Checklist
MODULE 4: First Impressions
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
See how good and poor communication skills impacts on providing an efficient customer service.
- Why Communication Goes Wrong
- Building Rapport
- Communication Methods
- Personal Communication Style Questionnaire
MODULE 6: Telephone Skills
Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language, taking accurate messages.
- Telephone Skills Self Diagnostic
- Inappropriate Language/Phrases Exercise
- Effective Telephone Communicators
- Poor Telephone Communicators
MODULE 7: The Factors of The Voice
Recognise how vocal factors can impact on business relationships and address any issues.
MODULE 8: Six Steps to Handling An Incoming Call
Understand how to follow a structured framework to enable incoming calls to be handled efficiently.
- Good and Poor Statements on the Phone
- Warm Transfer of Calls
- Message Taking
MODULE 9: Questioning Techniques
Be able to use the TED technique and open questioning to help determine and solve problems.
- What are Open Questions?
- What are Closed Questions?
- T.E.D. Technique for Open Questions
- Funnelling Technique
MODULE 10: Listening Skills
Understand the importance of effective listening skills when dealing with customers and work colleagues.
- Listening Skills Questionnaire
- Listening Skills Tips/Techniques
MODULE 11: Telephone Work - Standards Monitoring Checklist
Know how to use the standards monitoring checklist, and understand how it can help to maintain service levels.
- Role Play: Guidelines for Observer Feedback
MODULE 12: Assertiveness
Fully understand what assertiveness means and explore the differences between aggressive, passive and assertive behaviours.
- Car wars exercise
- Assertiveness, Aggressiveness and Passivity
- Assertiveness – The 3 Steps
- Assertive Skill Practice
MODULE 13: 15 top tips for building trust and rapport
Recognise the value of using certain behaviours in building trust and rapport.
MODULE 14: Influencing: Preparation
Discover the importance of good preparation before dealing with a challenging situation.
MODULE 15: Dealing with Anger
Recognise why people get angry and understand how to diffuse and deal with potential problems.
- Irate People – Tips and Tactics
MODULE 16: Your Personal Action Plan
AVERAGE REVIEW: 4.4
out of 5 BASED ON 21 REVIEWS
Jul 9 2019
"It was an enjoyable course and the trainer was very attentive and welcoming."
James Gibson ,
Apr 8 2019
"Tutor gave me lots of useful information and advice, not only about telephone skills but also about looking for work in administration. "
Apr 3 2019
"Geoff was great"
Apr 3 2019
Mar 8 2019
"Enjoyed and found the course helpful to perform my role"
Oct 12 2018
Aug 22 2018
"Very good tutor, varied the course according to our needs."
Aug 22 2018
"very good teacher, made the day interesting and worthwhile and always answered questions thoroughly."
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."
Jul 19 2018
Jul 19 2018
"The practical side of it was mostly challenging, a success."
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. "
Feb 9 2018
"I really enjoyed the course, it was really informative. The atmosphere was really nice. "
Feb 7 2018
"the course was well received."
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."
Emma Mosley ,
Jan 30 2018
"Everything was perfect! "
Jan 23 2018
"Fabulous trainer, very informative open minded and helpful. The course unlike others I have attended was memorable and fun."
Jennifer Bliss ,
Jan 5 2018
"Paul was an excellent teacher and the day flew by and I've learnt a lot from the whole experience, and am currently practicing it in my professional life. My boss was very impressed at how much of a difference it's made to answering the phone and getting all the relevant information. "
Nov 17 2017
"The course helped with a variety of aspects that I can now apply to my phone calls at work. "
charlene carbery ,
Nov 14 2017
"I would recommend this course to others."
Sep 7 2017
"great course for people new to customer facing possitions or those not comfortable on the telephone"
All Activia professional 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.
Decide on the Telephone Skills course you want, the date(s) you can attend, and the number of delegates involved
Also decide whether you want training at your offices or at one of our centres
You can use the Speedy Quote
option to contact us for a quick price, or you can
book online from the schedule on this website
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
Your place is allocated, along with the trainer, workbooks and exercise files if appropriate
You receive an official confirmation, with joining instructions (and directions if it's at our centre)
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 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 itinerary can be varied by prior arrangement.
What you get
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.