Answering The Telephone

Turning good morning into good business

1 Day - Non Residential

Callers judge the professionalism of your organisation from their first contact with you. A well-handled phone call will convey the right image, and customers who are well handled will call again and bring you more business. This workshop is for every member of staff who uses the telephone for their day-to-day interaction with customers, suppliers or work colleagues.  Delegates will learn the skills necessary to be effective on the telephone along with the key principles of giving good customer service.

 

No other telephone skills training course gives you more...

Delegate spaces available on the following course dates:

Non-residential Courses

The course fee includes all course materials, use of video and other training equipment as required. Lunch and light refreshments are included in the fee for all courses of one day, or longer, in duration. The number of delegates attending each course is limited in order to ensure individual participation. If overnight accommodation is required we can provide details of local hotels.

 

Programme Contents

Telephone Communication Skills
- The challenges of effective telephone communication
- The rules for effective call handling
- Conveying a professional image
- Using your voice well
- Questioning to gather information
- Developing effective listening habits
Telephone Techniques
- Answering inbound calls
- Re-routing calls
- Making outbound calls
- Leaving professional voice messages
Customer Care
- Customer care standards
- Your contribution to customer service
Dealing with Difficult Callers
- The different types of difficult callers and how to handle them
- Showing empathy and understanding
- Handling irate customers
Complaint Handling
Your Action Plans


What you will get from this course:

• 1. A review of the special techniques necessary to be effective on the telephone
• 2. Knowledge of how to apply the principles of good customer care to your telephone communications
  3. Increased confidence and professionalism when answering the telephone
• 4. Tips and advice on handling difficult callers
  5. A Course Certificate
• 6. CD of up to date self-development and reference materials to reinforce your learning
• 7. On going support via e-train, Spearhead’s scheduled e-communications of additional tips and advice to sustain your motivation and support your personal development when you are back at work
• 8. Access to the Spearhead telephone Help-line so you can get individual post-course support from your tutor when you want it



Description of Course:

This one-day workshop starts by identifying the skills needed to communicate professionally by telephone. The do's and don'ts of communicating by telephone are covered. Essential telephone techniques, including the correct way to handle an incoming call, making an outbound call and leaving professional voice messages are discussed. Delegates are also shown how to handle awkward callers.



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