Professional telephone techniques

General duration

1 day

Target group

Over the telephone there is a different dynamic in the communication skills required to effectively deal with your customers. In this course, you will learn how to communicate effectively over the telephone, to create and maintain great rapport and build quality relationships over the phone.

Learning objectives

At the completion of this course participants should be able to:

  • create and maintain rapport with customers over the phone
  • demonstrate the required techniques to build relationships with customers
  • list steps involved in managing the call process
  • recognise customer needs and ways to satisfy them
  • list the techniques for handling irate callers.

Course content

This course includes:

  • your attitude over the phone
  • managing the call process
  • identifying and meeting customers’ needs
  • delivering options and solutions
  • the importance of proactive and positive language
  • active listening
  • dealing with language barriers
  • telephone techniques (hold, transfer, taking messages)
  • managing irate callers
  • controlling the call
  • staying on top - how to manage high levels of customer contact.

 

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Meet the
team

John Leijon

Cherry Birch

Justine Coleman

Monique Richardson

Glenda May

Lynne Hayward

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