Telephone skills training course

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Telephone Skills Training

How your staff answer the telephone and respond to your potential and current clients can greatly impact on your ability to win new business and retain clients. The initial words, telephone manner and etiquette adopted by your staff create a vital first and lasting impression.

In preparing for this telephone skills training course, we will work with you to create some practical work based situations that your staff will have to handle and use these to tailor the skills input of the course and provide a practice opportunity for the participants.

Target Audience

This course is therefore ideal for those who are responsible for answering the telephone on behalf of their organisation as the first point of contact for their clients and suppliers. We can also tailor the course to help staff who handle internal and external customer telephone calls that are transferred to them.

Course Objectives

  • To provide participants with the techniques, skills, knowledge and confidence to answer telephone calls and constructively respond to client enquiries.

Programme Topics

  • Answering the telephone
  • Maintaining standards of service
  • Understanding the impact of our communication (voice tone, language)
  • Asking questions to acquire more information
  • Transferring calls and information to other colleagues
  • Answering difficult client questions
  • Responding to client criticism
  • Handling dissatisfied client telephone calls
  • Handling emergency situations

Methods

  • Trainer presentation, input and facilitation
  • Small group exercises and discussions
  • Practice sessions handling telephone calls based on the organisation’s example scenarios
  • Training workbook with helpful telephone skills tips and techniques with space for personal notes

Contact Us

Where we Work

We deliver in-house telephone skills training courses to companies across the UK including the following locations:

  • London and the South East
  • Cambridge
  • Norwich and East Anglia
  • Leeds and Bradford
  • Oxford and Swindon
  • Manchester and the North West
  • Southampton and Bournemouth
  • Birmingham and the Midlands
  • Nottingham
  • Bristol
  • Cardiff and South Wales
  • Exeter and the South West
  • Newcastle
  • Glasgow and Edinburgh, Scotland

Note: Our telephone techniques training course can also be run in other UK cities and regions.

In-house telephone skills training courses
 
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Excellent. Very relaxed which made it an enjoyable way of learning.

Dawn Cowley

Access Care

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