Telephone Techniques for Service Excellence

A highly practical course for any frontline staff wanting to improve their telephone communication skills using state-of-the-art telephone coaching equipment.

For most organisations today, the telephone is the key mode of communication with customers. An impression of your whole organisation can often be formed on the quality of one call, and point of contact. This course looks at ‘best practice’ at each stage of a call; and how to control and guide a call to generate the confidence and respect of customers. Additionally, the course will consider ways to professionally manage more difficult customer situations.

• A confident and professional telephone manner

• Understanding of best practice at key stages of a call

• The techniques to control and guide the call and handle difficult situations

• Phrases that generate customers’ confidence

• Create a professional image on the telephone

• Use phone communication to your advantage and overcome its limitations

• Know the key stages of a call (answer, handover, conclude)

• Use your voice and language to sound professional and positive

• Control a call and gain information

• Question and listen effectively

• Know the importance of check-back

• Manage a difficult situation with EASE

• Screen calls, handle the ‘waffler’, ‘long-winded’ or ‘insistent’ caller

All of our courses are worth 6 hours of CPD per day.