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Telephone Power – Tele Service Skills

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- Telephone Power – Tele Service Skills -

Course Overview

With so much attention being placed on “online communication” including email and social media, it might seem that conversing on the telephone is quickly becoming a lost art. However, answering the telephone is still the number 1 experience customers first have with most organisations, which is why making sure every employee must have superior telephone communication skills is one of the keys to great customer service.

As you know already, every incoming phone call to your business is a customer’s first point of contact, and it’s during these interactions that customers form instant and lasting impressions of people and your business. This Telephone Power training helps every attendee to build the confidence and skills for handling internal and external telephone calls, learn how to actively listen, as well as discover the right way to constructively respond to customer enquiries, complaints and control every telephone call smoothly. Plus, we’ll also cover practical insights for handling difficult callers too!

Key Learning Outcomes

  • Why the telephone is still one of the most important communication channels for customers to reach you, and why it’s more important than ever to have customer-first telephone skills
  • Why do customers really call, and what are they expecting? How do you need to manage their expectations?
  • The right way to structure every incoming or outbound telephone call system from start to finish – professionally
  • Why your voice is a powerful tele-tool and how to use your voice on the phone
  • Secrets for building rapport with your customers over the phone
  • How to use questions to discover information
  • Probing techniques to help with your sale or phone conversation and closing a conversation
  • Words that will work wonders on the phone
  • Helping your clients to say YES
  • Strategies for dealing with difficult callers

Training Outline

Morning Session
  • Why good telephone communication skills are critical.
  • How to create a professional image over the telephone.
  • Making a positive first impression every time you answer the phone.
  • Using active listening skills to understand the caller’s needs better
  • Learn why and how to improve your telephone voice tone.
  • Telephone etiquette. Putting callers on hold.
  • Positive transferring and call management procedures.
  • Successfully communicating and connecting with people from different cultures.
  • Positive language. Words and phrases to use and phrases and words to avoid when on the telephone.
Afternoon Session
  • Successfully communicating and connecting with people from different cultures or ages, or with people who often struggle communicating over the phone.
  • How to handle multiple calls or telephones that ring all the time
  • Learn why customers get upset and what they really want from you.
  • Managing angry callers and dealing with difficult caller behaviour.
  • How to remain focused and calm during stressful telephone calls.
  • Practical ways to de-stress yourself after a tough telephone call.

Training Options

We realise every client is different. You may have only half a dozen people to train, or perhaps you’re running a conference and want a guest speaker or a trainer to undertake a high impact, short breakout session.

Whatever you have in mind, we want to help you achieve your training goals. Let’s start a conversation and find out what’s happening at your place and what you want your people to be able to do differently as a result of training. If you’re on a tight budget, we get that as well. Rest assured, we are good listeners, and we are here to help you achieve your outcomes.

  • 1-day Training (7 hours)
  • Half-Day Express (3 hours)
  • Lunch & Learn (60 minutes)
  • Online Training (Self-paced)
  • One-on-One (Zoom) Coaching