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View Live Stats View ReviewsTelephone Techniques
Face to face / Virtual public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
- 1 day Instructor-led workshop
- Courses never cancelled
- Restaurant lunch
Syllabus
Who is this course for?
Telephone Techniques is suitable for anyone working as the first point of contact for customers and suppliers including staff new to customer care, administrators, receptionists and call center agents. Personnel working in a service environment aspiring to improve their telephone skills will also benefit from attending the course.
Benefits
During this course you will:- Build your telephone handling skills
- Learn how to professionally answer and end calls
- Develop your telephone etiquette
- Improve your listening skills
- Increase your dialogue skills, build rapport and effectively meet customer needs
Course Syllabus
Call handling
Responding to incoming calls
Placing customers on hold
Transferring phone calls (including blind transfers)
Call backs
Taking messages
Ending calls professionally
Communication skills for call handling
Telephone etiquette
Listening skills
Effective telephone communication
Sounding friendly over the telephone
Building relationships during telephone calls
Identifying customer needs and communicating appropriate options
Building rapport
Meeting customer needs
Promoting customer relations
Dealing with challenging calls
Managing conflict during calls
Handling difficult situations
Responding to angry callers
Controlling your anger during calls
Handling criticism constructively
Prices & Dates
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
Face-to-face training
Training is held in our modern, comfortable, air-conditioned suites.
Lunch, breaks and timing
A hot lunch is provided at local restaurants near our venues:
- Bloomsbury
- Limehouse
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Refreshments
Available throughout the day:
- Hot beverages
- Clean, filtered water
- Biscuits
Virtual training
Regular breaks throughout the day.
Learning tools
In-course handbook
Contains unit objectives, exercises and space to write notes
24 months access to trainers
Your questions answered on our support forum.
Training formats & Services
Training Formats & Services
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Testimonials
Crown Prosecution Service
Danielle Rowley,
Danielle.fletcher51@gmail.com
This course was brilliant, both informative and fun at times. Karen kept us all engaged the entire time :)
Telephone Techniques
Crown Prosecution Service
Rachel Hansen,
Casework Assistant
I think the course is great, and it would have been really helpful when I first joined the CPS, before i answered any calls.
Telephone Techniques
Crown Prosecution Service
Paul Harrison,
Administrative Officer
Face to Face would be better but, as the world moves more into virtual meetings etc., this was carried out in the best possible way. I really enjoyed the training course and it re-enforced my beliefs that I was/am doing the right procedures and how to deal with potential new issues going forward. If there's any future training to be done, hopefully it will be with the same company/tutor
Telephone Techniques
Learning & Development Resources
Soft Skills Blog
- A Structured Approach to Successful Telephone Calls
- The Importance of Effective Communication Skills
- How to Build Rapport: 4 Techniques for Success
- Telephone Techniques - How to use your voice effectively
- The Power of Active Listening
- The Three P’s of Effective Workplace Communication
- How to communicate effectively
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