Effective Telephone Techniques

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Introduction to Effective Telephone Techniques

Developing effective telephone techniques can be difficult. The telephone is the most familiar piece of technology in the workplace and its use is often taken for granted in the way we speak to our customers, the way relationships are forged or broken and the way information is relayed. The ability to communicate in a prompt, friendly and professional manner is essential to creating the right impression and getting your message across.

On successful completion of the course participants will:

  • Create the right impression of yourself and your company and present an image of total customer care.
  • Communicate confidently and handle customer calls with courtesy, enthusiasm and friendly efficiency.
  • Handle calls in a structured way, project professionalism in words and voice and speak with clarity.
  • Manage difficult and aggressive customers and resolve problems successfully.
  • Ask the right questions, listen and deal with enquiries, messages and complaints effectively.
  • Close calls by summarising outcomes and agreed actions with the caller and by recording details.

Course Content

Training Method

The program is designed to enhance learning through group and individual cases and exercises.

There are a number of opportunities to practice techniques and evaluate skill levels. In addition the course leaders specialist knowledge and guidance are available in all sessions.

The program will be supported with a complete set of workbooks, handouts and reference material.

Participants

The course will have a maximum of 18 people who will be selected based on the type of business they are in and their job role to ensure a thorough mix of industries, ideas and experience.

Who should attend?

All staff who need to communicate in a confident, efficient and friendly manner on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard or reception, in customer service, call centres and help desks and those in a team secretary role.

Instructor

Course Leader: Bill Levell

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Bill Levell

Bill’s highly successful corporate career spans nearly 40 years, having started life in hard nosed selling and sales management he rose to take appointments at senior Board and Management levels, and all areas of the sales and marketing functions – both UK and overseas.
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Steve Halligan

Steve has been active in all aspects of sales, negotiation and account management for over 25 years and is the Managing Director of a highly respected UK employee motivation consultancy.
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