Course Overview
The telephone is used as a very efficient way of closing a sale, making a purchase or converting complainers into loyal customers. It is essential that all telephone communication is of the highest standard of professionalism.
In face to face conversations, 38 % of impact is achieved through the voice: in telephone contact, that increases to 78%! So it’s important to convey the right image and professionalism through the voice.
This course has been designed for staff at all levels who communicate with customers and/or colleagues via the telephone and provides the skills and techniques required to maintain a confident, professional and friendly telephone manner.
Please note, this course can be delivered either virtually, face to face, or it can be delivered with a blend of both formats. We will customise the content and duration in line with your learning and development requirements.
Typical learning outcomes
- Handle customer calls with courtesy, enthusiasm and friendly efficiency
- Develop a consistent company approach to telephone communications
- Build rapport effectively
- Learn how to demonstrate listening (and not just hearing)
- Note caller needs, and respond with questions designed to elicit other information
- Maintain a professional company image in all telephone activity
- Be able to deal with difficult callers
- Close calls by summarising outcomes and agreed actions
- Develop a personal action plan
Course format options
Other Customer Service and Sales Courses
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