Effective Telephone Techniques

by Sanctus Training Ltd Claim Listing

This 1 day course will help you build confidence and skills that enable professional telephone call handling.

$225

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img Duration

1 Day

Course Details

This 1 day course will help you build confidence and skills that enable professional telephone call handling.

Objectives

  • To build confidence and skills enabling professional telephone call handling.

Duration

  • Course duration is 1 day

Who should attend?

Receptionists, Customer Service staff, and those acting as a first point of contact within their organisation.

Course content

The course will cover the following:

  • Answering and introducing calls

  • Challenges of telephone communication

  • Telephone etiquette and rapport building

  • Listening skills

  • Understanding and adjusting to different communication styles

  • Gathering and recording information

  • Questioning techniques

  • Handling objections and managing complaints

  • Handling angry or difficult callers

  • Closing a call positively

Outcomes

On completion of the course, delegates will be familiar with telephone etiquette, and how to answer and make calls professionally.

Delegate preparation

  • No prior preparation required

Refreshments

  • Hot and cold drinks available when delivered at a Sanctus Training venue.

  • Gloucester Branch

    Sanctus House, 1 Olympus Park Business Centre, Gloucester

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