Effective Telephone Skills

Overview

Course duration: 1 day.

This interactive one-day course will enable you to practise tools, tips and techniques involved in providing effective telephone communication.

Customers currently anticipate their expectations to be met or exceeded, and on the telephone this means not only listening to and understanding others, but also being efficient, confident and enthusiastic.

Is it right for me?

This course is suitable for those who are required to communicate regularly by telephone, whether internally or externally. Ideally this will suit switchboard, reception, customer service help desks and administrative staff.

What will I learn?

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

• Use the telephone professionally and productively.
• Provide an excellent telephone service - meet and exceed expectations.
• Deal with complaints and difficult situations effectively.

• How body language influences a call

  Listen empathetically and ask the right questions.

• Close a call by summarisingwhat happens next.
• Manage your emotional responses when under pressure.

Pre-course Activity

You will be required to complete a pre-course questionnaire so that we can ensure the course focuses on your key issues and needs, and those of your manager.

What will it cover?

Effective Telephone Communication

• Doing business on the telephone
• Creating the right impression - establishing rapport
• Planning and preparing your calls
• Mastering the basics of holding and transferring calls efficiently
• Controlling and closing calls smoothly

Managing Challenging Callers

• Overcoming barriers to communication
• Recognising different behaviour styles - passive, aggressive and assertive
• Assessing and using your own level of assertiveness
• Contemporary use of body language on the telephone
• Adapting your voice and tone to achieve positive outcomes

Dealing with Difficult Situations

• Understanding how perceptions can alter a call
• Handling complaints positively and creatively
• Defusing difficult situations

• Being positive – saying ‘No’ assertively and with confidence

Staying in Control

• Remaining calm, flexible and professional
• Managing your emotional responses under pressure
• Handling abusive calls and picking yourself up after a difficult call
• Leaving a positive impression of you and your organisation

Personal Development

• Refining your telephone manner - developing a courteous and professional style Creating a personal action plan