Skip to content
Telephone Techniques For Service Excellence Training Course cover image

Telephone Techniques For Service Excellence Training Course
Reed Business School

Telephone Techniques For Service Excellence Training Course

Summary

Price
Enquire to get more info on pricing
Study method
Onsite
Duration
1 day · Part-time or full-time
Qualification
No formal qualification
Additional info
  • Tutor is available to students

Add to basket or enquire

Overview

This course is designed to enhance participants' telephone communication skills, focusing on providing excellent customer service and ensuring positive interactions with callers. It equips individuals with the tools and techniques to deliver superior telephone service.

Description

Certainly, here's a course outline for "Telephone Techniques for Service Excellence" with UK English spelling and terminology, including the information that the course is suitable for groups of 4 or more:

Telephone Techniques for Service Excellence

Overview: This course is designed to enhance participants' telephone communication skills, focusing on providing excellent customer service and ensuring positive interactions with callers. It equips individuals with the tools and techniques to deliver superior telephone service.

Description:

Topics Covered in the Course:

  1. The Importance of Telephone Service: Understanding the significance of telephone service in customer satisfaction and organisational success.

  2. Telephone Etiquette: Developing professional telephone etiquette, including answering calls, placing callers on hold, and ending calls courteously.

  3. Active Listening Skills: Enhancing active listening skills to better understand caller needs and concerns.

  4. Effective Communication: Techniques for clear and concise communication over the telephone.

  5. Dealing with Difficult Callers: Strategies for handling challenging or upset callers with empathy and professionalism.

  6. Problem Resolution: Approaches to efficiently resolve issues and provide solutions to callers.

  7. Product and Service Knowledge: Acquiring in-depth knowledge of products or services to provide accurate information to callers.

  8. Call Handling and Time Management: Managing call volume efficiently and reducing wait times for callers.

  9. Building Rapport and Trust: Establishing rapport with callers and building trust in service excellence.

  10. Handling Confidential Information: Ensuring the confidentiality and security of caller information.

Who is this course for?

This course is suitable for groups of 4 or more individuals who engage in telephone-based customer service roles or interactions. It is intended for customer service representatives, call center agents, receptionists, and anyone responsible for delivering service excellence over the telephone.

By the end of this course, participants will have gained enhanced telephone communication skills and be better equipped to provide excellent service to callers. They will have a personalized action plan to continually improve their telephone service excellence.

Requirements

This course is suitable for groups of 4 or more individuals.

Questions and answers

Reviews

Currently there are no reviews for this course. Be the first to leave a review.

Leave a review

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.
View all
Related searches: Business development courses, Business management courses, Leadership courses