Professional Telephone Skills - Online Instructor-led 3hours

Learn how to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more with our 1-day, Professional Telephone Skills Course. This course was developed to help your staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.
In this PD Training Signature Series course you will learn key skills like improving your phone "voice", what words should never be used, how to use effective questioning techniques, dealing with angry customers, what to say when leaving voicemails, staying in control of the call and much more.
This is a practical class that is suitable for all audiences and provides people with the tools that they can apply on-the-job (and in other contexts) the very next day.
This is an instructor-led class that you can attend from home or your office.
We use secure Video Conferencing with interactive features such as live polling, screen sharing, whiteboards, live chat and breakout sessions. Please discuss your preferred platform, most commonly we use Microsoft Teams, Skype for Business, Webex or Zoom upon request.
These courses are facilitated in English, and are open to people from different industries across Australia, New Zealand, Singapore, Malaysia and Hong Kong - this is a short but powerful learning experience that gives you global collaboration opportunities.
Our trainers and processes have been refined to give you a personalised learning experience where it is specifically targeted to your needs see our outcomes in the reviews.
**Please note, these classes run to a very tight schedule, please follow the invitation and join the class 10-minutes prior to commencement so you are ready to participate and don't miss a minute!

Learning Outcomes
Project a professional image over the phone
Master a professional, effective & reassuring telephone voice
Gain client's trust using proven communication techniques
Learn to question effectively over the phone
Master proven techniques to professionally manage irate customers

Course Outline
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 1
Your Personality/Your Telephone Voice
REACH Review – Communication Evolution Tool
The Communication Model
The ABCDE (Five Qualities) of a Good Telephone Voice
Your Welcome – Should HAIL
Voice Modulation – The 6 P’s to Para verbal Communication
Reflection
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 2
Gaining Your Client’s Trust
You Never Get a Second Chance to Make a Good First Impression
Create a Positive First Impression:
4 Key Parts to Your Phone Greeting
Put Your Clients at Ease with Positive Language
Show Urgency
Getting to the Point Quickly - Saying Too Much
Ending a Call Politely and Professionally
Put It Into Practice
Reflection
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 3
Handling Barriers Over The Phone
Managing the 5 Barriers
Words That Must Never Be Used
Reflection
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 4
Effective Questioning
WIIFM
Good Questioning Techniques
Ask Yourself the Following 5
Open and Closed Questions
Clarifying Questions
Seek Satisfaction/Understanding
Questions to Keep Control of the Call
Arrange When You Will Call Them Back
Reflection
Professional Telephone Skills Training Course - Online Instructor-led 3hours - Lesson 5
Irate Clients
How to Deal with Angry Clients
The Challenge of Angry Clients
Do Not Allow Negative Emotions to Affect You
High Emotion – Low Intelligence
Use the HEAT to Defuse an Irate Client
Reflection