Telephone Skills
Telephone skills training course with attendance certificate: learn to use the phone effectively and professionally
Activia Training
Summary
Overview
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
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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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.