Developing Effective Telephone Skills

Overview

Course duration: 1 day.

This interactive one day course will enable you to examine the tools, tips and techniques involved in dealing with customers on the telephone.

Exceeding customer expectation on the telephone means not only understanding the customer, but also being confident, efficient and friendly.

Is it right for me?

Suitable for all staff who need to communicate on the telephone. It is ideal for those who have frequent contact with customers and is suited to those on switchboard, reception, customer service units, call centres, help desks; and secretaries, PAs and administrators.

What will I learn?

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

• Take more responsibility for complete customer satisfaction.
• Provide excellent customer service – meet and exceed expectations.
• Handle and overcome complaints and difficult situations effectively.
• Ask the right questions.
• Close a call by summarising agreed outcomes.
• Manage your emotional response when under pressure.

Pre-course Activity

This course requires the completion of a pre-course questionnaire in order that we can ensure that 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
• Exceeding customer expectations
• Building bridges and overcoming barriers to communication

Managing Different Types of Callers

• Recognising passive, aggressive and assertive behaviour styles
• Assessing your level of assertiveness
• How your approach affects others

Dealing with Difficult Situations

• Understanding how perceptions differ
• Handling complaints positively and defusing difficult situations
• Being positive even when you can’t say yes

Staying in Control

• Remaining calm, flexible and professional
• Coping with stress – ways to manage personal stress
• Managing the emotional response and dealing with abuse
• Picking yourself up after a difficult call

Personal Development

• Refining your telephone manner – developing a welcoming style
• Formulating a personal action plan

Testimonial

Judith Spevock, Exhibition Administrator

Brintex

I found the day's course interesting and informative. It has helped me become more confident when conversing on the telephone with clients and in particular resolving any immediate business issues and complaints they may have. Working in groups during the day also enabled a good environment for exchanging ideas and opinions.