Answering the Telephone Training

a one-day in-company workshop1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.


Course Overview:
This workshop is about turning good morning into good business. Designed for people who use the telephone for their day-to day interaction with customers, suppliers or work colleagues it will provide an understanding of important telephone techniques along with the key principles of customer service.

Programme Contents

Customer Service and you
Understanding the needs of callers
Customer care standards
Communicating by Telephone
- Points of Difference – Telephone v Face to Face Communication
- The Golden Rules of Telephone Communication
- Using Your Voice Well
- Questioning to Gather Information
- Effective Listening Habits
Telephone Techniques
- Answering Inbound Calls
- Re-Routing Calls
- Taking Messages
- Leaving Professional Voice Messages
Handling Awkward Callers
- Showing Empathy and Understanding
- Handling Irate Customers
- Dealing with Complaints
Instant Role Play
Your Action Plans