Telephone Technique

Level
Total time
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Starting dates and places

This product does not have fixed starting dates and/or places.

GBC Learning & Development offers their products as a default in the following regions: Kingston, London, Oxford, Peterborough, Portsmouth, Reading, Salisbury, Southampton, St Albans, Surrey, Sussex, Westminster

Description

This course is highly interactive and participative with a small group  and experienced trainer.

This training has been designed for team members who use the telephone as a key part of their job to both internal and external clients and who would benefit from some additional strategies and techniques to help them handle all types of calls with confidence.
• To understand the importance of how we use our voice - tonality
• To clarify what to say and what NOT to say
• To learn effective questioning techniques to ensure you understand the callers needs
• To gain the skills to handle phone calls with confidence
• To produce some strategies for making any changes happen

Introduction and priority setting

  • What will we cover today?
  • What do you want to achieve today?

Feelings, attitudes…

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Frequently asked questions

There are no frequently asked questions yet. Send an Email to info@springest.co.uk

This course is highly interactive and participative with a small group  and experienced trainer.

This training has been designed for team members who use the telephone as a key part of their job to both internal and external clients and who would benefit from some additional strategies and techniques to help them handle all types of calls with confidence.
• To understand the importance of how we use our voice - tonality
• To clarify what to say and what NOT to say
• To learn effective questioning techniques to ensure you understand the callers needs
• To gain the skills to handle phone calls with confidence
• To produce some strategies for making any changes happen

Introduction and priority setting

  • What will we cover today?
  • What do you want to achieve today?

Feelings, attitudes and motivation

  • Keeping in the right frame of mind
  • Accentuate the positive

It's not what you say, it's the way you say it

  • Your vibrant voice
  • How tone influences and affects the other person
  • Pacing and pausing - when silence is golden

Telephone Exercises

Listening skills

  • Am I really listening?
  • What stops me listening properly?

Effective questioning

  • Different types of question
  • Finding out what the caller really wants

Handling tricky and difficult calls

  • What to say and when to say it
  • What not to say

Telephone Exercises

Conclusion and action plan

  • Recap and summary

What will I change when I return to work?

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    There are no frequently asked questions yet. Send an Email to info@springest.co.uk