Telephone Skills

Silicon Beach Training Ltd.
Brighton, East Sussex, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' Millions are lost every year by poor handling of telephone enquiries. Customers who are well handled will call again and bring more business. Most poor technique is not through indifference, rather a failure to see things from the customer’s perspective. As such, it is relatively easy to bring about substantial improvements by application of the techniques taught on this telephone skills training course.

Telephone Skills Training Course Objectives
After this telephone skills training course, delegates will be able to:

Identify the advantages and disadvantages of using the telephone
Create a positive impression with clients and customers
Develop relevant skills in communicating technical information efficiently and effectively over the telephone
Develop listening skills to help them understand what the customer is saying
Understand what the customer really thinks and measure their satisfaction
Use voice control to maximise effectiveness
Deal with enquiries, complaints and take messages quickly and effectively
Deal with customer dissatisfaction
Telephone Skills Training Course Content
The People First Approach:
What Influences Customers
Understanding the Needs of Customers
Communicating by Telephone:
The Golden Rules
It’s Not Just What You Say
Learning to Listen:
Tips for Self Development
The Vital Importance of First Impressions:
Preparing and Organising
Using Your Voice Well
Telephone Techniques:
Answering the Incoming Call
Some Do’s and Don’ts
How to Sound Confident, Caring and Helpful
The Use of Checklists
Re-routing Calls
The Outgoing Call
Practical Exercises and Role Play
Handling Awkward Callers:
Complaints
Building Relations
Dealing with the Difficult Call
Understanding Customer Moods and Attitudes
Sales Techniques:
Key steps in selling
Qualification
Understanding the customer
Assessing the customer need
Questioning techniques
Listening Skills
Matching the customer need
Closing the sale
...''

Elements of this syllabus are subject to change.

Phone:+44 (0)1273 622272

School Address/Venue(s):

86 Gloucester Road
Brighton
East Sussex
BN1 4AP
UK

Jobs & Resumes: Brighton
Houses & Roommates: Brighton

Search other schools for Telephone Skills training resources.

Train the IT Trainer
Writing Courseware Material
Absence Management
Staff Motivation
Assertiveness & Confidence Building
Time Management
Facilitation Skills
Facilitating Focus Groups
Presentation Skills
Communication Skills
Active Listening Skills
Stress Management
Report Writing
Writing Business Plans
Minute Taking
Book Keeping
Budgeting & Cost Control

Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
 

Tips: Besides Acquiring latest course information by the search form, Students can also leave their study interests here and let schools callback.