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 and telephone manner 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 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

In-house telephone skills training courses

Excellent. Very relaxed which made it an enjoyable way of learning.

Dawn Cowley

Access Care