Telephone Skills Training Course

Our phone etiquette training enables participants to handle telephone call more professionally. Our phone skills training helps people to understand the needs of customers and use the phone in an effective way.

Your Telephone Skills program will give participants the skills to:

• Understand the benefits of “active listening” and “questioning” skills

• Handle requests that cannot be met, or are outside the scope of your responsibility

• Turn difficult customers into opportunities for the organisation

• Create transparency and seamlessness in your telephone etiquette

• Resolve the caller’s problem by using calming words

• Punctuate communications correctly with pauses and tonality changes

• Develop a script as a means of a standard greeting

• Be prepared to avoid any uncertainty and/or buyer remorse

• Obtain adequate information during the call

• Clearly communicate and probe for opportunities

• Understand the caller’s intentions and needs

• Uncover the root cause of the problem