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Telephone Techniques for Service Excellence

Watson Martin

Summary

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

Overview

For most organisations today, the telephone is the key mode of communication with customers. An impression of your whole organisation can often be formed on the quality of one call, and point of contact. This course looks at ‘best practice’ at each stage of a call; and how to control and guide a call to generate the confidence and respect of customers. Additionally, the course will consider ways to professionally manage more difficult customer situations.

Simple to arrange and highly effective - you can choose to run this telephone techniques course exactly as described or we can create a customised solution that meets your specific needs.

As a general rule, if you have four or more employees with similar learning needs, an in-company programme will be the most efficient and cost-effective choice for you. Learning is usually delivered at your premises.

Our specialist facilitators are experts in their respective fields, and can tailor our existing courses to suit the specific needs of your organisation - or alternatively, design courses and programmes that are entirely bespoke, crafted in response to the unique requirements of your business.

Description

By attending this course you will learn how to:

  • create a professional image on the telephone
  • use phone communication to your advantage and overcome its limitations
  • know the key stages of a call (answer, handover, conclude)
  • use your voice and language to sound professional and positive
  • control a call and gain information
  • question and listen effectively
  • develop a confident and professional telephone manner
  • demonstrate best practice at key stages of a call
  • control and guide the call and handle difficult situations with EASE
  • use phrases that generate customers’ confidence
  • check-back
  • screen calls, handle the ‘waffler’, ‘long-winded’ or ‘insistent’ caller

Who is this course for?

Our Telephone Techniques for Service Excellence course is highly practical for any frontline staff wanting to improve their telephone communication skills using state-of-the-art telephone coaching equipment.

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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