Duration
1 day, typically 9.30am to 4.45pm but can be flexible to fit into shift patterns of staff.
Objective
To raise the awareness of customer service on the telephone and assist delegates in providing phone service excellence via telephone techniques.
“
Who Should Attend?
All staff members who use the telephone as part of their normal duties.
Training Course Content
- Nature of communication.
- Choosing the most appropriate communication method.
- Own personal communication style in business dealings with others
- Importance of first impressions from the caller’s standpoint.
- Giving callers the wrong impression.
- Challenges of communicating by phone.
- Developing rapport with callers.
- Factors of good and bad communication on the telephone.
- The 6 W’s of message taking.
- Active listening skills on the phone.
- Factors of voice to add impact.
- Tactics and tips to cope with anger and complaints.
- 3 steps to assertive behaviour.
- 6 steps to an incoming phone call.
- Skill practice to experience the telephone process in practice.
Course Features
- A feature of the telephone skills training course is the use of a Knowledge/Skill
Checklist -
a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the training course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs. - Delegates will be supplied with full support documentation, supplied in spiral bound format.
- A mini exhibition of interpersonal skill books, additional handouts and ‘hints and
tips’ sheets will be provided in the training room, for delegates to visit during
‘down-
time’ e.g. at breaks; finishing an exercise before others. - Prior to delivery of the telephone skills training course, we would host a telephone meeting with you to establish the nature of the delegate’s roles, their strengths and development areas and any areas of the course you would like us to emphasise.
Learning Outcomes
- 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.
Delegate Numbers
Recommend a maximum of 10 delegates.
About the Trainer
Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 20 years experience
of interpersonal and managerial skills training in commercial and non-
Bryan travels extensively across the U.K. to deliver training, as well as delivering in local areas such as Worcestershire, Warwickshire, Gloucestershire, Wales and the West Midlands.
Costs
£270 per day for 1 delegate, £550 per day for 2-
Any further questions about Telephone Skills training or to book,
phone Bryan Edwards, the Trainer, on 07747 602215.
Alternatively email on info@abctrainingsolutions.biz
Other courses you might be interested in
Training Courses
We Deliver at your Premises
TELEPHONE TECHNIQUES
ABC Training Solutions provides cost effective training courses in telephone techniques
at your premises. We work both uk-wide and locally in West Midlands, Worcestershire,
Gloucestershire, Warwickshire and Wales. We also design and market a range of course
material for trainers and ebooks for individuals.
ABC Training Solutions provides cost effective training courses in telephone techniques
at your premises. We work both uk-wide and locally in West Midlands, Worcestershire,
Gloucestershire, Warwickshire and Wales. We also design and market a range of course
material for trainers and ebooks for individuals.
Delegate comments
“The course was very interactive and hence interesting”
“Bryan has in-
“A very good telephone skills course; well run, relaxed but very controlled”
