Professional Telephone Techniques

First impressions count. This course is designed for people who have to handle situations using the telephone, as part of their role, in a professional and courteous manner. It will enable delegates to acquire the skills to break down communication barriers and respond to the needs of the caller in an engaging manner.

Key Objectives

After attending this course delegates will be able to:

• Recognise the impact of voice and tone

• Use listening skills and questioning techniques

• Increase confidence to deal with calls competently

• Deliver messages promptly and accurately

Course Outline

• Making first impressions count

• Developing telephone personality

• The impact of attitude and body language

• Adopting a positive approach to customers

• Listening and responding skills    

• Displaying confidence through voice and tone

• Gathering relevant and accurate information

• Taking/leaving an accurate message

• Dealing with difficult people

Key Benefits

• Effective use of customers’ and staff time

• Greater customer satisfaction

• Reduced risk of missed opportunities

• Positive customer relationships