Telephone Techniques

Who is this course for?

Telephone Techniques is suitable for anyone working as the first point of contact for customers and suppliers including staff new to customer care, administrators, receptionists and call center agents. Personnel working in a service environment aspiring to improve their telephone skills will also benefit from attending the course.

Benefits

• Build your telephone handling skills
  
• Learn how to professionally answer and end calls
  
• Develop your telephone etiquette
  
• Improve your listening skills
  
• Increase your dialogue skills, build rapport and effectively meet customer needs
  

Call handling

Responding to incoming calls
Placing customers on hold
Transferring phone calls (including blind transfers)
Call backs
Taking messages
Ending calls professionally

Communication skills for call handling

Telephone etiquette
Listening skills
Effective telephone communication
Sounding friendly over the telephone

Building relationships during telephone calls

Identifying customer needs and communicating appropriate options
Building rapport
Meeting customer needs
Promoting customer relations

Dealing with challenging calls

Managing conflict during calls
Handling difficult situations
Responding to angry callers
Controlling your anger during calls
Handling criticism constructively

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

• Bloomsbury
• Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Online training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.