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Telephone Skills

Telephone skills training course with attendance certificate: learn to use the phone effectively and professionally

Activia Training

Summary

Price
£358.80 inc VAT
Finance options
The first delegate is £358.80 (inc VAT), additional delegates are then £48.00 (inc VAT)...
Study method
Onsite
Duration
1 day · Part-time
Qualification
No formal qualification

Overview

We offer In Company training at your offices. All you need is a suitable room, and we can bring your training to you.

Our Telephone Skills course will push your Telephone Techniques skills to a new level.


To raise the awareness of customer service on the telephone and assist delegates in providing telephone service excellence.

Course media

Description

This course contains the following modules:

Introduction and Course Overview

Exercise: Getting To Know You

Knowledge / Skill Checklist

First Impressions

Communication
- Why Communication Goes Wrong
- Building Rapport
- Communication Methods
- Personal Communication Style Questionnaire

Telephone Skills
- Telephone Skills Self Diagnostic
- Inappropriate Language/Phrases Exercise
- Effective Telephone Communicators
- Poor Telephone Communicators

The Factors of The Voice
- Power
- Pitch
- Pronunciation
- Pace
- Inflection/Emphasis

Six Steps to Handling An Incoming Call
- Good and Poor Statements on the Phone
- Warm Transfer of Calls
- Message Taking

Questioning Techniques
- What are Open Questions?
- What are Closed Questions?
- T.E.D. Technique for Open Questions
- Funnelling Technique

Listening Skills
- Listening Skills Questionnaire
- Listening Skills Tips/Techniques

Telephone Work - Standards Monitoring Checklist
- Role Play: Guidelines for Observer Feedback

Assertiveness
- Car wars exercise
- Assertiveness, Aggressiveness and Passivity
- Assertiveness The 3 Steps
- Assertive Skill Practice

15 top tips for building trust and rapport

Influencing: Preparation
- Influencing Tactics

Dealing with Anger
- Irate People Tips and Tactics

Your Personal Action Plan

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Who is this course for?

All staff members who use the telephone as part of their normal duties.

Questions and answers

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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