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Telephone Techniques
Telephone TechniquesFace to face / Virtual public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
- 1 day Instructor-led workshop
- Courses never cancelled
- Restaurant lunch
Syllabus
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
During this course you will:- 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
Course Syllabus
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
Prices & Dates
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
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
Virtual 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.
Training formats & Services
Training Formats & Services
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Testimonials
Summary
Crown Prosecution Service
Susan O’Reilly,
Casework Assistant
Great training. Can apply it to most job roles - wouldn’t change anything
Telephone Techniques
Crown Prosecution Service
Kieron Francis,
Case Worker Assistant
Nothing to suggest, but Tony is a boss instructor! :)
Telephone Techniques
Crown Prosecution Service
Rachel Hansen,
Casework Assistant
I think the course is great, and it would have been really helpful when I first joined the CPS, before i answered any calls.
Telephone Techniques
Buy now Public schedule Live
Get On-site/Closed quote
Professional Development range
- All courses
- Professional & Management training
- Professional Development
- Time Management
- Presentation Skills
- Taking Minutes
- Train the Trainer
- Conducting Meetings
- Negotiating Skills
- Problem Solving / Decision Making
- Facilitation and Meeting Skills
- Stress Management
- Emotional Intelligence at Work
- Managing Upwards
- Influencing Skills
- Delegate to Succeed
- Organisational Skills
- Effective Communication Skills
- Being Successful in Interviews
- Handling Pressure and Improving Performance
- Improving Memory with Mind Mapping
- Time Management using Microsoft Outlook
- Public Speaking with Authenticity and Credibility
- Business Writing
- Assertiveness at Work (2 days)
- Building Confidence and Assertiveness at Work
- From Storyboard to Presentation Deck
- Interpersonal Skills
- NLP in a Business Context
- Root Cause Analysis
- Transactional Analysis
- Introduction to Strategy
- Listening Skills
- Managing Wellbeing at Work
- Resilient thinking for peak performance
- Developing Personal Impact & Building Productive Relationships
- Advanced Presentation Skills
- Telephone Techniques
- Proofreading
- Writing for Results
- Cross Cultural Awareness
- Building Confidence at Work and in Life
- Improve your Memory
- Building Rapport
- Developing Powerful Relationships through Digital Networking
- Personal Branding Awareness
- Personal Resilience
- Team Work
- Advanced Negotiation Skills
- Effective Business English
- Business Planning
- Dealing with Imposter Syndrome
- NLP at Work
- Building Confidence and Assertiveness at Work: Level 2
- Stress Management, Resilience - Working from Home
- Time Management, Prioritisation - Working from Home
- Virtual training delivery skills
- Virtual Train The Trainer
- Dealing with Difficult Conversations
- Dealing with Difficult People
- Personal Leadership
- Business Networking Skills Training
- Advanced Listening Skills
- Growth Hacks for Introverted Professionals
- Communication Skills Training for Technical People
- Master the Art of Accuracy and Attention to Detail Training
- Mastering Media Interactions
- Transformative Training Delivery
- Report Writing Mastery: From Beginner to Pro
- Influence, Persuade, Succeed: Empowering your Performance in Business
- Technical Presentation Skills
- Introduction to Workplace Counselling Skills
- Creative Writing For Business
- Professional Development
- Professional & Management training
- ILM Endorsed Courses
ILM Endorsed Courses
Excellent
Duracell UK
Graham L
Presentation Skills
Extremely helpful course. Well paced, never felt bored. No topic felt redundant. Andrew was extremely friendly and engaging. Good level of interaction between presenter and us. I definitely feel more confident after today. Would recommend it to anyone.
Resources
Promotions
Latest Feedback
Latest Tweet
Learning & Development Resources
Soft Skills Blog
- A Structured Approach to Successful Telephone Calls
- The Importance of Effective Communication Skills
- How to Build Rapport: 4 Techniques for Success
- Telephone Techniques - How to use your voice effectively
- The Power of Active Listening
- The Three P’s of Effective Workplace Communication
- How to communicate effectively
Training manual sample
Below are some extracts from our Telephone Techniques manual.
Three Strikes and You’re
Out – Dealing with Angry or Abusive Callers
STRIKE
1
D – When you
speak to me like that
E – it
doesn’t help anything
S – I need
you to speak clearly and calmly / stop being abusive or rude
C – so that we
can sort this problem out
STRIKE 2
D – When you
continue to speak to me like that / be abusive to me
E – I am
unable to help you
S – I need
you to speak clearly, stop shouting / stop being abusive or rude
C – or I will
need to end this call
STRIKE 3 - YOU’RE OUT
I have asked you
twice to stop shouting / being abusive
This call has been
logged
I am now ending the
call – hang up
Inform your manager
immediately
Take a short break to
calm yourself
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