Developing Effective Telephone Skills

 

Overview

Learn the tools, tips and techniques involved in dealing effectively with customers or colleagues on the telephone and be assertive with difficult callers.

  

Who should attend

The course is designed for front line staff, administration or technical teams communicating by telephone with internal or external customers.

  

Course objectives

By the end of this practical course, you will be able to:

  • Recognise the role and impact of good verbal skills over the telephone
  • Communicate clearly and effectively with both internal and external customers
  • Deal confidently with all kinds of customer complaints and enquiries

  

Course content

Introduction to Telephone Skills

  • Identifying the skills required
  • Understanding the psychological aspects involved

Create the Right First Impression

  • Identifying the advantages and disadvantages of using the telephone
  • Learning the professional standards of communication by telephone
  • Adapting your voice to the caller
  • Developing a welcoming style

Build Effective and Confident Rapport

  • Asking the right questions
  • Achieving understanding and empathy with the caller through active listening
  • Developing your skills to personalize every call
  • Using the right word to project a positive image
  • Training to transfer to colleagues a clear and concise message

Deal with Difficult Situations

  • Managing personal stress
  • Dealing effectively with complaints and enquiries
  • Managing your emotions and handling awkward callers

 

Duration

One day workshop

$600.00 + GST per person

1 on 1 executive coaching (one half day 4 hours)

$1500 + GST

Small group training available (2-3 people - one half day 4 hours)

$1500 + GST

 

  •  Ask us about our one day intensive workshop availability.

 

Special Offer

  • Call us to find out if you qualify for our special two for one offer.

 

Training Delivery Options

  • Single booking for public program
  • In-house program enquiries welcome
  • One on one or Small Group Corporate Coaching available

For more information or to book this training course with BSI Learning:

02 9215 0196 katrena.friel@bsilearning.com.au 

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