Telephone skills training courses help set the tone for people making or receiving a call. Some workplaces have the call answering/receiving system down pat. Everyone knows what to do. It makes sense to have well-trained phone operators. The most popular question we get asked in the course, “how do you keep a caller calm?”
Telephone vocabulary and phraseology is very important too. One of my pet hates is when I hear “just bear with me.” It just seems to add some drudgery to the telephone communication.
Tailored Telephone Calls Training Courses
In-house telephone training courses are very popular. We can tailor the call scenarios to the context of the calls. So if you have more than 10 people answering phones or making multiple calls during the day, then this is ideal. If your people are mostly taking complaint type calls, then that’s the most popular iteration of the in-house training option. Your people might be dealing with abuse, ultimatums, hoaxes, threats of self harm…
Create transparency and seamlessness in your telephone etiquette
Resolve the caller’s problem by using calming words
Punctuate communications correctly with pauses and tonality changes
Develop a script as a means of a standard greeting
Be prepared to avoid any uncertainty and/or buyer remorse
Obtain adequate information during the call
Clearly communicate and probe for opportunities
Understand the caller’s intentions and needs
Uncover the root cause of the problem
Course Description
Our phone etiquette training enables participants to handle a telephone call more professionally. Our phone skills training helps people to understand the needs of customers and use the phone effectively
Ask yourself the following about your telephone skills?
We give 100% attention to all our calls.
We always ask for all the details from the caller before finishing the call.
We are always prepared before answering the phone.
We never rush in to pick up the phone.
We never put the caller on hold for too long, even when we do not have the answer.
We know how to deal with callers who are difficult and uncooperative.
We have a standard opening greeting for all our calls.
We do not feel helpless when the caller is aggressive.
We always summarise the message of the caller before ending the call.
We wait for the phone to ring 3 times before answering it.
We always change our tone and voice based on the nature of the call and type of caller.
We constantly explore new alternatives to up-sell new products/services.
Telephone Skills In-House Program Details
For maximum effectiveness, this program is best conducted as an in-house program.
Ideal group size: 4–12 participants.
Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
Duration: This program can be adapted to meet your requirements.
Cost: Price on request.
Target Audience: Employees, Supervisors, Team Leaders and Managers.
Looking for telephone training in Brisbane, Melbourne, Sydney, Adelaide, Canberra, Perth or Tasmania? Improve your telephone skills with our course.
If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.
Telephone Skills Training Course 4.3 out of 5 based on 45 user ratings.
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The course was very informative and it presented exceptionally well!
Kelvin Muchiri
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Really found inspiration and hope in what Michelle provided
Rhonda Rees
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Amazing course! Engaging, fun and learnt so much. Thank you always.
Kate Bartlett
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Tom was a fabulous trainer very knowledgeable and able to provide practical real life examples and tools that will prove extremely useful.
Vicki Hutchinson
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Best every course
Yonas Masrsha Tesfaye
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Dr Marny Lishman crated an amazing space that not only was open, safe and caring, but gave insight into many different aspects of resilience. She apprieciated different perspectives and opened discussions that were supported and wise. The presentation was targeted and had the perfect balance of knowledge and reflection. I would encourage this workshop for any team, especially those preparing of have gone through organisational change!
Ethan Calleja
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Did this course in a session at Professional Services Review Training .Very helpful especially in my work in Public Health .Lots of useful ‘tips and tricks ‘
