One-Day In-House Training Course on Telephone Skills and Techniques

This course you will achieve to greater consistency, call control and customer service and support standards. After the training participants will be more skilled and deliberate in the telephone behaviours. The course includes extensive planning, practice and role-play sessions, as well as short informative, relevant and practical learning presentations, examples and discussions. Includes pre-course questionnaire, course workbook and follow-up e-learning summaries.

• Connecting skills – Starting a call, gaining rapport, qualification and taking control
• Perfecting your ‘telephone voice’ and projecting a positive vocal image.
• Applying the SPECIAL model to telephone customer service.
• Consulting skills – advanced questioning skills, echoing and active listening.
• How to project empathy, confidence and enthusiasm on purpose
• Pacing and leading skills on the telephone
• Creating a prompt sheet to answer FAQ’s for greater consistency, efficiency and knowing when and how to use your own initiative.
• How best to take and stay in control of difficult conversations on the telephone.
• Convincing skills – how to gain agreement and convey information on the telephone.
• How to manage complaints and prevent escalation
• Telephone etiquette – do’s and don’t of professional telephone call handling
• Understand and manage customer expectations accurately
• How to read customer emotions on the telephone
• Satisfy complainers, and calm upset customers and regain confidence and goodwill
• Concluding skills – how to end each call professionally

Each of these points is related explicitly to the jobs the course participants.

Very cost-effective. Price per day for up to 12 delegates. Open (public) courses are run regularly.

Contains regular learning activities and practical sessions.