Professional Telephone Skills

Course Overview
Course Content

About the course

Strengthen and build telephone communication skills so that the opportunities arising from inquiries, service and sales calls are maximised.

Audience

This workshop is designed specifically for those who are on the front line, those who are the main interface between the organisation and their clients or public. Those who have recently benefited include: Switchboard Operators, Secretaries, Administration Assistants, 'Help Desk' Operators, Receptionists, Office Assistants & Sales Administrators.

Benefits & Outcomes

Key Business Benefits

Often the first impression that a customer has of the organisation and therefore, it represents an important first point-of-contact
Presents a better, more professional business image to customers both internal and external
Boosts productivity by quicker facilitation of the customers needs
Retains potentially unhappy customers by taking ownership of issues until resolved

Key participants Benefits

Helps individuals gain self confidence to engage caller and determine their needs accurately
Provides skills to take control of the development of the call through empathy and good listening skills
Learn to anticipate problems, take ownership and resolve issues before they escalate
Focuses on voice, clarity, tone and use of positive language to be more effective

Outcomes

After successfully completing this course, students will have learnt how to:

Maximise sales and service opportunities
Cope effectively with a busy switchboard and heavy call traffic
Project a confident and professional image
Deal with difficult calls skilfully and create positive results from complaints
Offer exceptional service to all your callers

Course Content